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-5344467
24 Mar 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5344467 The complaint Mr B has complained about his mortgage he holds with Landmark Mortgages Limited. The mortgage was held jointly with Mr B’s ex-wife, but this complaint was brought by just Mr B. I understand Mr B’s ex-wife died late last year whilst the complaint has been with u... (9 pages)View decision -
Decision Reference DRN-5362762
24 Mar 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5362762 The complaint Mr C complains that Shawbrook Bank Limited unfairly recorded a default on his credit file. What happened Mr C holds a personal loan account with Shawbrook. In March 2024 Mr C contacted Shawbrook and advised that he was experiencing financial difficulties due to... (3 pages)View decision -
Decision Reference DRN-4968533
24 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-4968533 The complaint Mrs G complains about Advantage Insurance Company Limited’s decision to turn down her buildings insurance claim. What happened Mrs G held buildings insurance cover with Advantage, and this included accidental damage cover for underground pipes. In 2023, Mrs G... (3 pages)View decision -
Decision Reference DRN-5335501
24 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5335501 The complaint Miss B complains that MBNA Limited lent irresponsibly when it approved her credit card application. What happened Miss B applied for a credit card with MBNA in January 2024. In her application, Miss B said she was living with her parents, single and had no dep... (2 pages)View decision -
Decision Reference DRN-5054811
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5054811 The complaint Mr K complains that HSBC UK Bank Plc hasn’t reimbursed the money he’s lost to a scam. What happened Mr K says he made the following payments to a cryptocurrency investment scam: Date of payment Type of payment Amount of payment 7 October 2021 Faster payment £75... (2 pages)View decision -
Decision Reference DRN-4805150
24 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4805150 The complaint Miss Y complains that the car she acquired financed through a hire purchase agreement with MotoNovo Finance Ltd wasn't of satisfactory quality. What happened In August 2023 Miss Y acquired a used car financed through a hire purchase agreement with MotoNovo... (4 pages)View decision -
Decision Reference DRN-5422089
24 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5422089 The complaint Miss O complains Cabot Credit Management Group Limited are asking her to repay more towards a debt than they should be. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements o... (4 pages)View decision -
Decision Reference DRN-5382676
24 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5382676 The complaint Miss M is unhappy that Kroo Bank Ltd applied a Cifas marker against her name. She would like the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In December 2023 an a... (2 pages)View decision -
Decision Reference DRN-5286931
24 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5286931 The complaint Mr S has complained about the service provided by ARAG Legal Expenses Insurance Company Limited (‘ARAG’) following a claim for boiler break-down under his home emergency policy. For the avoidance of doubt, the term ‘ARAG’ includes reference to its agents and co... (4 pages)View decision -
Decision Reference DRN-5383496
24 Mar 2025 One Insurance Limited Not upheldInsuranceDRN-5383496 The complaint Mr C has complained that One Insurance Limited (One Insurance) unfairly declined a claim under an accidental damage policy. Mr C is represented but, for ease, I will normally only refer to him. What happened Mr C contacted One Insurance to make a claim under ... (3 pages)View decision
