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-5426407
6 May 2025 Santander UK Plc UpheldMortgagesDRN-5426407 The complaint This complaint is about a mortgage Mr O holds with Santander UK Plc. At the heart of the complaint is Santander’s treatment of Mr O over an extended period of financial pressure and mortgage arrears. Mr O believes his treatment hasn’t just been unfair but that ... (4 pages)View decision -
Decision Reference DRN-5530976
6 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5530976 The complaint Mr H has complained about the poor service he received from Admiral Insurance Company (Gibraltar) Limited when he made a claim under his car insurance policy. What happened Mr H was involved in an incident and his car was damaged. He made a claim to his insurer... (3 pages)View decision -
Decision Reference DRN-5446503
6 May 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5446503 The complaint Mr G complains that Bank of Ireland (UK) Plc (“BoI”) is refusing to engage with detailed arguments about the source of the funds it lent him to mortgage his property. Mr G says that without certain proofs, his mortgage must be considered void. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5534429
6 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5534429 The complaint Miss S is complaining that Revolut Ltd won’t reimburse her for payments she made to a scam. What happened The background to the complaint is well known to both parties so I won’t repeat it in detail here. In summary, in December 2023 Miss S fell victim to a job... (9 pages)View decision -
Decision Reference DRN-5456097
6 May 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5456097 The complaint Mr D complains that Aviva Life & Pensions UK Limited has turned down claims he made on two life insurance policies. What happened In October 2017, Mr D and Mr C took out a life insurance policy through a broker. The policy was underwritten by Aviva and it o... (4 pages)View decision -
Decision Reference DRN-5340767
6 May 2025 LDF Finance No. 3 Limited Not upheldBanking and PaymentsDRN-5340767 The complaint Mrs C complains in her capacity as a guarantor that LDF Finance No. 3 Limited trading as White Oak UK has treated her unfairly by pursuing her for repayment under a guarantee. She also complains that she didn’t understand the implications of the “all monies” cl... (3 pages)View decision -
Decision Reference DRN-5526841
6 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5526841 The complaint Miss D complains that Lloyds Bank PLC (“Lloyds”) failed to refund transactions she didn’t recognise and provided poor customer service. What happened Miss D explained that she was subject to the fraudulent use of her account and received a large refund from Llo... (6 pages)View decision -
Decision Reference DRN-5351760
6 May 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5351760 The complaint Mr J and Mrs C complain that Barclays Bank UK PLC caused significant delays in their remortgage to it. Although they’d started the process in good time, they still ended up paying a much higher interest rate to their old lender before they were able to move the... (3 pages)View decision -
Decision Reference DRN-5349805
6 May 2025 TSB Bank plc Not upheldConsumer CreditDRN-5349805 The complaint Mr A complains that TSB Bank plc declined his loan application. What happened On 25 March 2024 Mr A applied for a loan with TSB. Prior to submitting his application Mr A checked his credit score and credit file and found no issues. When trying to submit his app... (3 pages)View decision -
Decision Reference DRN-4912846
6 May 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4912846 The complaint Mrs K complains that Sainsbury's Bank Plc (“Sainsbury’s”) failed to refund a transaction she didn’t recognise. What happened Mrs K reported to Sainsbury’s that a payment had been made from her account that she didn’t recognise. She explained that the accou... (3 pages)View decision