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
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Decision Reference DRN-5805231
15 Sep 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5805231 The complaint Mrs E complains about Acromas Insurance Company Limited (“AIL”) and their refusal to cover the costs incurred by the company she instructed to assist her with managing her claim, who I’ll refer to as “S”. Mrs E has been represented by Mr E at points during the ... (5 pages)View decision -
Decision Reference DRN-5340006
15 Sep 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5340006 The complaint Mr B complains that Specialist Motor Finance Limited (‘SMF’) acted unfairly when he requested to voluntary terminate a hire purchase agreement he had with it for a car. What happened The background of this complaint is well known to both parties, so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5800208
15 Sep 2025 Mortgage Intelligence Ltd UpheldMortgagesDRN-5800208 The complaint Mr and Mrs R complain that Mortgage Intelligence Ltd have caused them a financial loss because they were mis-advised about the amount of the early repayment charge (ERC) they had to pay when they exited their mortgage early. What happened Mr and Mrs R took out ... (4 pages)View decision -
Decision Reference DRN-5781803
15 Sep 2025 Topaz Finance Limited Not upheldMortgagesDRN-5781803 The complaint Mr and Mrs R complain that their former lender, a predecessor of Topaz Finance Limited trading as Jasper Mortgages, didn’t treat them fairly at the end of the term of their commercial mortgages. What happened Mr and Mrs R had three interest only commercial mort... (3 pages)View decision -
Decision Reference DRN-5690493
15 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5690493 The complaint Mr L has complained about the way Assurant General Insurance Limited, trading as Samsung Care+, handled a claim made on his mobile phone insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fai... (2 pages)View decision -
Decision Reference DRN-5279671
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5279671 The complaint Mr S complains Revolut Ltd won’t refund money he lost to a scam. A representative who I will call “W” complains on behalf of Mr S. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary ... (3 pages)View decision -
Decision Reference DRN-5661021
15 Sep 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5661021 The complaint Mr W complains about his mortgage with Lloyds Bank PLC. He’s unhappy with how the mortgage has been managed, that Lloyds has refused further borrowing, and about the customer service he’s been provided with. What happened Mr W has a mortgage with Lloyds. He’s m... (2 pages)View decision -
Decision Reference DRN-5746836
15 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5746836 The complaint Miss R complains that Starling Bank Limited didn’t do enough to prevent her losing money to what she says was a scam. Miss R has used a representative to bring her complaint. But for ease of reading, I’ll mostly just refer to Miss R herself where I also mean t... (6 pages)View decision -
Decision Reference DRN-5689368
15 Sep 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5689368 The complaint Mrs C complains about how Helvetia Global Solutions Ltd (HG) T/A Novus Underwriting Ltd dealt with and settled claims she made for damage to her furniture. What happened In 2020, Mrs C purchased two leather sofas. At the time of Mrs C’s purchase she also bough... (5 pages)View decision -
Decision Reference DRN-5816319
15 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5816319 The complaint Mr J complains that Bank of Scotland Plc (BoS) acted irresponsibly in increasing the credit limit on his credit card he’d with them. What happened In 2021 Mr J applied for a credit card account with BoS. His application was successful, and a credit card was iss... (4 pages)View decision