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 360982 results
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Decision Reference DRN-5334385
17 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5334385 The complaint Mr M’s complaint is about a mortgage he holds with Barclays Bank UK PLC, jointly with his former wife. There are two broad strands to the complaint; these are: that Barclays didn’t pursue possession proceeding in 2019 when he wanted it to; and that when Mr... (3 pages)View decision -
Decision Reference DRN-5164507
17 Feb 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5164507 The complaint Mr B is unhappy with how Evolution Insurance Company Limited (Evolution) handled a claim made under his household warranty policy. What happened In July 2024, Mr B contacted Evolution because his fridge freezer stopped working. Evolution arranged for an engine... (3 pages)View decision -
Decision Reference DRN-5158604
17 Feb 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5158604 The complaint Mr K complains about charges Volkswagen Financial Services (UK) Limited, trading as Volkswagen Financial Services (VWFS) asked him to pay after he returned a car he had been leasing through a finance agreement with them. What happened Mr K took receipt of a ne... (2 pages)View decision -
Decision Reference DRN-5334289
17 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5334289 The complaint Mr U complains Aviva Insurance Limited hasn’t handled a claim against his motor insurance policy fairly. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in t... (2 pages)View decision -
Decision Reference DRN-5334322
17 Feb 2025 Topaz Finance Limited Not upheldMortgagesDRN-5334322 The complaint This complaint is about a mortgage Mr and Mrs F used to hold with Topaz Finance Limited trading as Heliodor Mortgages (Heliodor). The essence of the complaint is that they believe the interest rate they were charged historically, up to the point at which the mo... (4 pages)View decision -
Decision Reference DRN-5302428
17 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5302428 Complaint Mr and Mrs W have complained about the overdraft charges Bank of Scotland plc (trading as “Halifax”) applied to their current account. They’ve effectively said the charges were unfair and kept them in an overdrawn balance on the account for an extended period of t... (4 pages)View decision -
Decision Reference DRN-5328298
17 Feb 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5328298 Complaint Mrs F has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Mrs F with a loan for £1,000.00 in May 2024. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £3,700... (4 pages)View decision -
Decision Reference DRN-5214656
17 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5214656 Complaint Mr R has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-5276745
17 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5276745 Complaint Mr A has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-5327323
17 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5327323 Complaint Ms M has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that all of this credit was unaffordable and caused her continued financial difficulty as the repayments re... (6 pages)View decision
