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 392389 results
-
Decision Reference DRN-5791507
15 Sep 2025 QIC Europe Ltd Not upheldInsuranceDRN-5791507 The complaint Miss W, trading as a business I will refer to as S, complains about the decision of QIC Europe Ltd to decline her business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a brief summary of... (3 pages)View decision -
Decision Reference DRN-5337166
15 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5337166 The complaint Mr G, who is represented, complains that National Westminster Bank PLC (‘NatWest’) wouldn’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 Apr... (3 pages)View decision -
Decision Reference DRN-5786398
15 Sep 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5786398 The complaint Mr and Mrs J’s mortgage with Clydesdale Bank Plc trading as Yorkshire Bank has fallen into arrears. They complain it was mis-sold, and complain that Yorkshire hasn’t offered any help or support to make the mortgage more affordable. What happened In 2017 Mr and ... (3 pages)View decision -
Decision Reference DRN-5727213
15 Sep 2025 Topaz Finance Limited UpheldMortgagesDRN-5727213 The complaint This complaint is about a mortgage Mr E holds with Topaz Finance Limited trading as Heliodor Mortgages (Heliodor). The complaint relates primarily to how Heliodor has dealt with Mr E’s requests for help during an extended period of financial hardship which has ... (2 pages)View decision -
Decision Reference DRN-5817624
15 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5817624 The complaint Mr A complains that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (the ‘Lender’) is liable to pay him compensation following a complaint made about a timeshare bought using credit provided by it. The timeshare in question was bought in the ... (6 pages)View decision -
Decision Reference DRN-5756205
15 Sep 2025 Aldermore Bank Plc UpheldMortgagesDRN-5756205 The complaint This complaint’s about a mortgage Mr E holds with Aldermore Bank Plc. The complaint relates primarily to how Aldermore dealt with Mr E’s requests for help during an extended period of financial hardship in 2023. What happened The broad circumstances of this co... (3 pages)View decision -
Decision Reference DRN-5636572
15 Sep 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5636572 The complaint Miss G complains Somerset Bridge Insurance Services Limited (Somerset Bridge) provided her with incorrect information about her no claim bonus (NCB) which, when corrected, had a negative impact on the cost of her motor insurance policy with an unrelated insurer... (3 pages)View decision -
Decision Reference DRN-5816147
15 Sep 2025 Curve UK Limited Not upheldBanking and PaymentsDRN-5816147 The complaint Mr M complains about the way Curve UK Limited handled his request for a refund. What happened Mr M asked Curve to seek a refund from a supplier I’ll refer to as ‘T’ who supplied him with an order costing a total of £466.68 which was paid for using his Curve deb... (4 pages)View decision -
Decision Reference DRN-5810565
15 Sep 2025 Nationwide Building Society UpheldConsumer CreditDRN-5810565 The complaint Mr B complains that Nationwide Building Society sent him a demand for payment after accepting an unsecured loan debt in his name is statute barred. What happened The background to this complaint and my initial conclusions were set out in a provisional decision... (3 pages)View decision -
Decision Reference DRN-5716793
15 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5716793 The complaint Miss C complains that Sainsbury’s Bank Plc (“Sainsbury’s”) irresponsibly provided her with a loan and didn’t conduct sufficient affordability checks whilst she was struggling financially. What happened Sainsbury’s provided Miss C with a loan for £11,495 on 31 ... (4 pages)View decision