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
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Decision Reference DRN-5890516
17 Oct 2025 Yorkshire Building Society UpheldMortgagesDRN-5890516 The complaint Ms W and Mr W complain that Yorkshire Building Society unfairly declined their mortgage application. Mr W says he started to take his pension as YBS suggested that would improve their affordability for a mortgage. Mr W said YBS didn’t tell them their pension in... (3 pages)View decision -
Decision Reference DRN-5879224
17 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5879224 The complaint Mrs R complained that Legal and General Assurance Society Limited declined a claim on her group critical illness policy. What happened Mrs R was a member of a group critical illness policy. I’m sorry to hear about Mrs R’s health. She’s had two major diagnoses i... (3 pages)View decision -
Decision Reference DRN-5890556
17 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5890556 The complaint Mr G is unhappy with how Aviva Insurance Limited (Aviva) settled a claim on his car insurance policy. What happened Mr G was involved in a car accident and made a claim for the damage to his vehicle on his insurance policy, which was with Aviva. Aviva accept... (4 pages)View decision -
Decision Reference DRN-5812971
17 Oct 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5812971 The complaint Ms C complains Western Circle Ltd trading as Cashfloat irresponsibly lent to her. What happened In July 2021, Ms C took out a loan with Cashfloat. The loan was for £800, repayable through four monthly instalments of £295.10. In March 2025, Ms C complained to C... (5 pages)View decision -
Decision Reference DRN-5581640
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5581640 The complaint Mrs W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) lent to her irresponsibly in relation to three loans. What happened I’ve created a table of the lending showing the three loans in brief. Loan Approved Amount Total to repay (roun... (5 pages)View decision -
Decision Reference DRN-5862209
17 Oct 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5862209 The complaint Miss G complains that Somerset Bridge Insurance Services Limited (“SBIS”) gave her incorrect information that led to it cancelling her motor insurance policy. What happened Miss G had a motor insurance policy arranged through SBIS as a broker. She made a claim ... (3 pages)View decision -
Decision Reference DRN-5689414
17 Oct 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5689414 The complaint Mr D complains that First Response Finance Limited (FRF) declined his request to finance a car. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so instead I’ll focus o... (2 pages)View decision -
Decision Reference DRN-5888245
17 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5888245 The complaint Mr I is unhappy that Lloyds Bank Plc won’t reimburse a loss he suffered after being a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In September 2024, Mr I was looking... (4 pages)View decision -
Decision Reference DRN-5519788
17 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5519788 The complaint Mr W complains that Nationwide Building Society irresponsibly provided him with access to an overdraft facility and allowed him to become reliant on it without stepping in. He says this resulted in the relationship between the parties being unfair. Mr W is sup... (5 pages)View decision -
Decision Reference DRN-5804439
17 Oct 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5804439 The complaint Mr B complains about the settlement offered by Acromas Insurance Company Limited (‘Acromas’) following a claim on his motor insurance policy. Acromas are the underwriters (insurers) of this policy. Some of Mr B’s dissatisfaction concerns the actions of their ap... (2 pages)View decision