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 370149 results
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Decision Reference DRN-5621351
25 Jun 2025 AmTrust Speciality Limited UpheldInsuranceThe complaint Mr H complains AmTrust Speciality Limited mistakenly told him he had legal expenses cover attached to his home insurance. Mr H’s complaint centres on a claim that AmTrust said was covered and the way it handled that claim. Consequently, Mr H says he’s suffered financial losse... (4 pages)View decision -
Decision Reference DRN-5570715
25 Jun 2025 Unum Ltd Not upheldInsuranceThe complaint Mr S has complained that Unum Ltd has declined a critical illness claim made under his employer’s critical illness policy. What happened The background to this complaint is well known to the parties and not in dispute. In summary Mr S joined his employer’s group scheme in Jul... (3 pages)View decision -
Decision Reference DRN-5154393
25 Jun 2025 Lendable Ltd Not upheldConsumer CreditDRN-5154393 The complaint Mr K complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr K says that the paintwork on the vehicle is defective, and the car has been poorly resprayed at some point. What... (4 pages)View decision -
Decision Reference DRN-5526702
25 Jun 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5526702 The complaint Mr and Mrs W’s complaint is about their mortgage with Bank of Ireland UK Plc (BOI). They are unhappy that when they applied to port (transfer) their mortgage interest rate product onto another mortgage on a new property they were buying, they were told shortly ... (3 pages)View decision -
Decision Reference DRN-5603694
25 Jun 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5603694 The complaint Mrs and Mr B’s complaint is about a third charge mortgage they hold with Tandem Home Loans Ltd. They think the decision to lend to them was irresponsible as they don’t think proportionate checks were done and the mortgage was unaffordable. Mrs and Mr B are repr... (4 pages)View decision -
Decision Reference DRN-5389227
25 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5389227 The complaint Mrs H complains that Barclays Bank UK PLC hasn’t reimbursed all the money she’s lost to a scam. What happened Mrs H has fallen victim to an investment scam. In late 2022, Mrs H says she was searching for investment opportunities online and came across various f... (4 pages)View decision -
Decision Reference DRN-5588331
25 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5588331 The complaint Mr D and Mrs P complain that Barclays Bank UK PLC misled them about its criteria for lending buy to let mortgages. What happened Mr D and Mrs P were looking to move house. They were able to go ahead with the purchase of their new property, but having experience... (3 pages)View decision -
Decision Reference DRN-5213979
25 Jun 2025 Black Horse Limited Not upheldConsumer CreditDRN-5213979 The complaint Mrs W complains that Black Horse Limited supplied her with a faulty car. Mrs W would like to reject the car. What happened Mrs W entered into a hire purchase agreement with Black Horse for a used car in April 2023. The car was under two years old and had a mil... (3 pages)View decision -
Decision Reference DRN-5396713
25 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5396713 The complaint A limited company, which I’ll refer to as ‘N’ complains about how Lloyds Bank PLC have administered its Business Current Account (“BCA”) and Bounce Back Loan (“BBL”). N’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr C’. What h... (3 pages)View decision -
Decision Reference DRN-5372445
25 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5372445 The complaint Mr H is unhappy that National Westminster Bank Public Limited Company (“NatWest”) won’t reimburse a payment that he made by mistake to his Bounce Back Loan (“BBL”). What happened In August 2024, Mr H paid £281.72 into his BBL by mistake. Mr H called NatWest and... (2 pages)View decision
