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 386169 results
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Decision Reference DRN-5431541
1 Apr 2025 Chubb European Group SE UpheldInsuranceDRN-5431541 The complaint Mr and Mrs M complain that Chubb European Group SE declined their claim against a group travel insurance policy. What happened Mr and Mrs M have the benefit of a group travel insurance policy via Mr M’s employer. They were due to travel with their family on 20... (3 pages)View decision -
Decision Reference DRN-5036684
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5036684 The complaint A sole trader, who I’ll refer to as Mr A, complains that Barclays Bank UK PLC should not have given him a bounce back loan (”BBL”), as he couldn’t afford to repay it. He also complains that the bank is incorrectly holding him personally liable, since the loan s... (2 pages)View decision -
Decision Reference DRN-5394751
1 Apr 2025 Lendable Ltd Not upheldConsumer CreditDRN-5394751 The complaint Mr C complains that Lendable Ltd (Lendable) didn’t sufficiently check whether he could sustain the repayments when they agreed to lend to him. What happened In September 2020 Mr C entered into a Fixed Sum Loan agreement with Lendable for £3,000. This was repaya... (3 pages)View decision -
Decision Reference DRN-5428038
1 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5428038 The complaint Miss I complains that BMW Financial Services (GB) Limited (BMWFS) unfairly noted arrears, and placed a default notice on her credit file. She would like this information removed. What happened Miss I took out a Hire Purchase agreement with BMWFS on 29 June 202... (3 pages)View decision -
Decision Reference DRN-4563155
1 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4563155 The complaint Miss D complains that Wise Payments Limited won’t refund money she lost when she was a victim of a scam. 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 2023 Miss D was contacted by... (4 pages)View decision -
Decision Reference DRN-5397091
1 Apr 2025 The Mortgage Business Plc UpheldMortgagesDRN-5397091 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr C held until recently with The Mortgage Business (TMB). The essence of the complaint is about how TMB treated Mr C when the mortgage fell into arrears during 2022. He says it sent arrears letters to his old... (3 pages)View decision -
Decision Reference DRN-5413254
1 Apr 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5413254 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened My initial conclusion... (12 pages)View decision -
Decision Reference DRN-5150062
1 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5150062 The complaint Mrs M complains that Santander UK Plc didn’t do enough to protect her when she says she was the victim of an investment scam. Mrs M is supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs M in this decision. What happened ... (4 pages)View decision -
Decision Reference DRN-5447066
1 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5447066 The complaint Mrs F complains that NewDay Ltd trading as Fluid (‘NewDay’) increased the interest rate on her credit card account twice and didn’t give a valid reason for doing so. Mrs F’s also unhappy that NewDay didn’t engage with her concerns when she sent them letters by... (5 pages)View decision -
Decision Reference DRN-5335693
1 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5335693 The complaint Mrs & Mr R complain about how Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim for water damage under their home insurance policy. When I mention RSA I also mean its contractors and suppliers. What happened Mrs & Mr R had a home insur... (3 pages)View decision
