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 393318 results
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Decision Reference DRN-5527018
6 May 2025 TenetLime Limited UpheldInsuranceDRN-5527018 The complaint Mr and Mrs M are unhappy that TenetLime Limited trading as PRIMIS Mortgage Network mis-sold Mr M an income protection insurance policy. What happened Mr and Mrs M had the benefit of a life and critical illness insurance policy. In 2021, around the time they w... (6 pages)View decision -
Decision Reference DRN-5390837
6 May 2025 Next Retail Limited Not upheldConsumer CreditDRN-5390837 The complaint Mrs H complains that Next Retail Limited trading as Next acted irresponsibly when they agreed to the opening of a credit account and subsequent credit limit increases. What happened Mrs H successfully applied for a catalogue account with Next, with an initial c... (4 pages)View decision -
Decision Reference DRN-5514703
6 May 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5514703 The complaint Mr C has complained about the way Haven Insurance Company Limited handled his claim under his Commercial Vehicle Insurance policy. Any reference to Haven includes its agents. What happened Mr C bought a van and insured it with Haven. He asked a garage to chec... (4 pages)View decision -
Decision Reference DRN-5474665
6 May 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5474665 The complaint Mr M complains about the way Acromas Insurance Company Limited (“Acromas”) handled a claim under his car warranty policy. What happened Mr M had a policy with Acromas covering his car for mechanical breakdown. In early October 2024 he noticed that there were no... (3 pages)View decision -
Decision Reference DRN-5455663
6 May 2025 Santander UK Plc Not upheldMortgagesDRN-5455663 The complaint Mr M complains that Santander UK Plc won’t respond to detailed questions about his mortgage, and in particular whether the lending it made to him has been securitised, as well as where it got the money to lend to him. Mr M says this information affects his lega... (2 pages)View decision -
Decision Reference DRN-5516487
6 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5516487 The complaint Mr G complains about actions taken by Santander UK Plc (‘Santander’) and the service it provided after blocking his account . What happened In January 2024, Santander restricted Mr G’s account when it’s anti-fraud systems flagged up a four-figure payment he wa... (4 pages)View decision -
Decision Reference DRN-5498723
6 May 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5498723 The complaint Mrs J complains about the settlement Tesco Underwriting Limited offered her for the total loss of her car following a claim made on her motor insurance policy. Mrs J is represented in this matter by Mr J, a named driver on her policy. What happened Mrs J’s car... (2 pages)View decision -
Decision Reference DRN-5535551
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5535551 The complaint Mr G complains that National Westminster Bank Public Limited Company (as the recipient bank) didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr G has used a representative to bring his complaint. But, for ease of reading I’ll mo... (5 pages)View decision -
Decision Reference DRN-5455956
6 May 2025 Topaz Finance Limited Not upheldMortgagesDRN-5455956 The complaint Mr D complains that Topaz Finance Limited trading as Hessonite Mortgages has instructed a receiver to take over the management of his Buy To Let property. Mr D said although the mortgage was well over its term, he hadn’t missed a payment. What happened Mr D has... (3 pages)View decision -
Decision Reference DRN-5484701
6 May 2025 Extracover Limited UpheldInsuranceDRN-5484701 The complaint Mr Y complains that Extracover Limited didn’t give him a refund when he cancelled his short- term motor insurance policy within the cooling off period. What happened Mr Y took out a short-term policy with Extracover. Mr Y no longer needed the policy after four... (3 pages)View decision