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 401363 results
-
Decision Reference DRN-5925032
4 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5925032 The complaint Mr E complains that Topaz Finance Limited trading as Hyalite Mortgages has treated him unfairly in seeking to recover a mortgage shortfall debt. What happened Mr E took out a mortgage with Mortgage Express in 2006. The mortgaged property was taken into possess... (2 pages)View decision -
Decision Reference DRN-5899247
4 Nov 2025 St. James's Place Wealth Management Plc Not upheldMortgagesDRN-5899247 The complaint X complains that St James’s Place Wealth Management Plc trading as St James’s Place (SJP) disclosed information she gave it in connection with a mortgage application without her consent. What happened In 2021 and 2022, X and her then partner took mortgage advic... (3 pages)View decision -
Decision Reference DRN-5878016
4 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5878016 The complaint Miss P complains that Lloyds Bank PLC (Lloyds) lent to her irresponsibly. What happened Miss P took out a £3,000 overdraft with Lloyds in 2010. However, at the time she says she was young, unemployed and had a two-year-old child. Miss P has explained that she ... (3 pages)View decision -
Decision Reference DRN-5923035
4 Nov 2025 Aviva Insurance Limited UpheldInsuranceDRN-5923035 The complaint Mrs D and Mr R complain about how Aviva Insurance Limited handled their claim against a travel insurance policy and its decision to decline their claim. Reference to Aviva includes its agents. What happened Mrs D and Mr R have travel insurance cover underwritt... (7 pages)View decision -
Decision Reference DRN-5748220
4 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5748220 The complaint Mr M complains that Aviva Insurance Limited (“Aviva”) took an unexpected payment from the wrong credit card, and mishandled his premium payments. What happened Mr M had a motor insurance policy with Aviva covering his car. The policy was due for renewal in Apri... (3 pages)View decision -
Decision Reference DRN-5732660
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732660 The complaint Miss O complains that Monzo Bank Ltd (‘Monzo’) filed an adverse Cifas marker about her. What happened Miss O had a current account with Monzo. In October 2024, Monzo contacted Miss O regarding a payment of £200 that she’d received from a third party. It sent Mi... (3 pages)View decision -
Decision Reference DRN-4463554
4 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4463554 The complaint Mr C and Ms I’s complaint is, in essence, that Shawbrook Bank Limited (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding agains... (3 pages)View decision -
Decision Reference DRN-5925615
4 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5925615 The complaint Mrs K has complained that Revolut Ltd won’t refund money she says she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. ... (2 pages)View decision -
Decision Reference DRN-5894230
4 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5894230 The complaint Mrs G is complaining that Barclays Bank UK PLC didn’t do enough to prevent her from making payments to a scam. The complaint is brought on her behalf by a professional representative. What happened Mrs G was introduced to what she believed to be a genuine inves... (3 pages)View decision -
Decision Reference DRN-5749801
4 Nov 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5749801 The complaint Mr O complains about the quality of a car he acquired under a conditional sale agreement with Volvo Car Financial Services UK Limited (UK) PLC (VF). When I refer to what Mr O and VF have said and/or done, it should also be taken to include things said and/or d... (4 pages)View decision