We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381194 results
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Decision Reference DRN-5583476
9 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5583476 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-5603435
9 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5603435 The complaint Mr M is unhappy that Pathlines Pensions UK Limited (‘Pathlines’) – previously London & Colonial Services Limited, but I will refer to Pathlines throughout – failed to meet its obligations and carry out sufficient checks when accepting his self-invested pers... (18 pages)View decision -
Decision Reference DRN-5182083
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5182083 The complaint Mrs P complains that Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam. What happened Mrs P says she fell victim to a cryptocurrency investment scam in 2024, after seeing an advert on social media. She complained to Revolut ... (2 pages)View decision -
Decision Reference DRN-5512475
9 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5512475 The complaint Mr K and Mr P complaint about the way Liverpool Victoria Insurance Company Limited (‘LV’) handled their motor insurance claim. Mr K has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any acti... (4 pages)View decision -
Decision Reference DRN-5606131
9 Jun 2025 Topaz Finance Limited UpheldMortgagesDRN-5606131 The complaint Mr T complains that Topaz Finance Limited trading as Rosolite Mortgages paid ground rent and associated legal and administrative charges on his mortgage. Mr T said he was in dispute with the landlord’s lawyers about the legal charges, so this shouldn’t have bee... (4 pages)View decision -
Decision Reference DRN-5608210
9 Jun 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5608210 The complaint Mrs W is unhappy that Skipton Building Society didn’t act on her request to transfer her ISA to another provider in a timely manner. What happened In September 2024 Mrs W made a request to transfer some of her funds from her ISA with Skipton to a different prov... (2 pages)View decision -
Decision Reference DRN-5471682
9 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5471682 The complaint Mr D complains Haven Insurance Company Limited dealt with a claim made against his car insurance policy. He also complains about its decision to cancel his policy. What happened The details of the complaint are well known to both parties, so I won't repeat... (2 pages)View decision -
Decision Reference DRN-5210072
9 Jun 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5210072 The complaint Mr R complains that the car he acquired through Secure Trust Bank Plc t/a V12VF (“STB”) wasn’t of satisfactory quality. He wants to reject the car and cancel the credit agreement. What happened Mr R entered into a hire purchase agreement in March 2024 to acquir... (4 pages)View decision -
Decision Reference DRN-5610854
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5610854 The complaint Mr B, who is represented, complains that National Westminster Bank PLC won’t reimburse him money he lost from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In March 2021, Mr B w... (2 pages)View decision -
Decision Reference DRN-5480754
9 Jun 2025 One Call Insurance Services Limited UpheldInsuranceDRN-5480754 The complaint Mr F complains about the way One Call Insurance Services Limited (‘One Call’) handled his insurance renewal process and says they provided incorrect information. What happened Mr F held a motor insurance policy with One Call. In early October 2024, he received... (2 pages)View decision
