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-4860739
24 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4860739 The complaint Mr M complains that a credit agreement with CA Auto Finance UK Limited, under which a car was supplied to him, was mis-sold to him, and that the car wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happened I issued... (5 pages)View decision -
Decision Reference DRN-5404812
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5404812 The complaint Mr J and Ms W complain that, although NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY previously agreed to give them a mortgage and then twice to extend their mortgage borrowing, when they asked to increase the borrowing again, NatWest’s survey said the proper... (5 pages)View decision -
Decision Reference DRN-5399190
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5399190 The complaint Mr S is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr S is being represented by a claims management company but for ease of I’ll only refer to Mr S in the decision. What happened The detailed background to this complaint is... (11 pages)View decision -
Decision Reference DRN-5370999
24 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5370999 The complaint Mr L’s complaint is about a claim he made on his Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy. Mr L is unhappy that C&G have applied a £1,000 limit to his claim which he thinks should be £2,000 in accordance with hi... (3 pages)View decision -
Decision Reference DRN-5325065
24 Mar 2025 Conister Bank Limited UpheldConsumer CreditDRN-5325065 The complaint Mr O complains about a car acquired through a Hire Purchase agreement with Conister Bank Limited (‘Conister’). Mr O has had problems with the car and says these defects would’ve been present when the car was supplied. Mr O brought his complaint through represen... (5 pages)View decision -
Decision Reference DRN-5422923
24 Mar 2025 Vanquis Bank Limited UpheldConsumer CreditDRN-5422923 The complaint Mr S is unhappy that Vanquis Bank Limited chose not to lend him money after initially telling him that they would do. What happened Mr S applied for a loan with Vanquis and spoke with Vanquis when completing his application. Vanquis’ agent told Mr S that he was... (3 pages)View decision -
Decision Reference DRN-5346981
24 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5346981 The complaint Mrs D complains about British Gas Insurance Limited’s handling of her Home Emergency Insurance claim. All references to British Gas also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore includ... (4 pages)View decision -
Decision Reference DRN-5413773
24 Mar 2025 Aldermore Bank Plc UpheldBanking and PaymentsDRN-5413773 The complaint Mr N complains that Aldermore Bank Plc has repeatedly provided him with information on his commercial mortgage lending which just doesn’t match the terms of this lending. He said he’d never received an accurate statement for his mortgage. What happened Mr N has... (6 pages)View decision -
Decision Reference DRN-5084297
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5084297 The complaint Mr W complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr W fell victim to a task-based job scam... (3 pages)View decision -
Decision Reference DRN-5400300
24 Mar 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5400300 The complaint Ms R has complained about the handling of a claim under her legal expenses insurance with HDI Global Specialty SE. HDI is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal with claims an... (8 pages)View decision
