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-5901277
28 Oct 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5901277 The complaint Mr and Mrs G are unhappy that Barclays Bank UK PLC have charged them an early repayment charge (ERC) when they wanted to redeem one of their mortgage accounts. They said they hadn’t yet made a monthly payment to the mortgage as it was a new loan, and they don’t... (4 pages)View decision -
Decision Reference DRN-5740470
28 Oct 2025 BISL Limited Not upheldInsuranceDRN-5740470 The complaint Miss B complains that her broker BISL Limited gave her incorrect advice about the cover provided by her motor insurance policy for driving other cars. She wants it to cover her costs. What happened Miss B had an accident whilst she was driving a relative’s car... (2 pages)View decision -
Decision Reference DRN-5685156
28 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5685156 The complaint Mrs M complains that The Royal Bank of Scotland Plc (RBS) unfairly recorded adverse information with credit reference agencies (CRAs), following a missed payment towards her credit card. What happened Mrs M holds a credit card account with RBS. She makes her p... (3 pages)View decision -
Decision Reference DRN-5732413
28 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5732413 The complaint Mr J complains about the way Ageas Insurance Limited has settled a claim he made on his motor insurance policy. What happened Mr J’s vehicle, insured with Ageas, was stolen and later recovered. He made a claim on his motor insurance policy for the damage, but A... (3 pages)View decision -
Decision Reference DRN-5641526
28 Oct 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5641526 The complaint Mr R says RCI Financial Services Limited trading as Renault Finance (‘RCI’) irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. He says that the relatio... (3 pages)View decision -
Decision Reference DRN-5798881
28 Oct 2025 Hadron UK Insurance Company Limited Not upheldInsuranceDRN-5798881 The complaint A limited company, which I will call D, has complained that its claim under its “Office and Surgeries” commercial insurance policy with Hadron UK Insurance Company Limited has been rejected and that Hadron has voided the policy. Ms B, as director of D, has brou... (6 pages)View decision -
Decision Reference DRN-5698146
28 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5698146 The complaint Ms C is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. Ms C is represented by a third-party firm, but I will refer to Ms C here. What happened The background to this complaint is well known to both parties, so I won’t repeat everything her... (4 pages)View decision -
Decision Reference DRN-5642565
28 Oct 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5642565 The complaint Mrs D complains that Tandem Personal Loans trading as Tandem irresponsibly lent to her. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary... (5 pages)View decision -
Decision Reference DRN-5680378
28 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5680378 The complaint Ms M and Mr P’s complaint is about a mortgage they hold with Santander UK Plc. The essence of the complaint is that Santander sought to impose an early repayment charge (ERC) when they tried to replace the mortgage with one from another lender whilst their fix... (3 pages)View decision -
Decision Reference DRN-5846026
28 Oct 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5846026 The complaint Ms E complains that Legal and General Assurance Society Limited (“L&G”) treated her unfairly when she took an income withdrawal from her pension savings in April 2022. What happened Ms E holds pension savings with L&G. Those pension savings have arisen ... (3 pages)View decision