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 381196 results
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Decision Reference DRN-5794614
29 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5794614 The complaint Mr A complains Lendable Ltd trading as Zable (Zable) failed to carry out thorough enough financial checks before it approved a credit card account for him. What happened Mr A says Zable approved a credit card account for him in May 2024 with a credit limit of £... (3 pages)View decision -
Decision Reference DRN-5479454
29 Sep 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5479454 The complaint Mr M complains that Tandem Home Loans Ltd lent him a second charge secured loan irresponsibly. What happened In October 2021 Mr M wanted to consolidate his unsecured debts and borrow some money for home improvements. On the recommendation of a broker he took o... (5 pages)View decision -
Decision Reference DRN-5836833
29 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5836833 The complaint Mr F and his father (also Mr F) complain that Admiral Insurance (Gibraltar) Limited mishandled a motor insurance policy. What happened Mr F was a teenager who got a driving licence in about August 2024. So he didn’t have a no- claims discount. He wanted to ins... (4 pages)View decision -
Decision Reference DRN-5669703
29 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5669703 The complaint Mrs M complains that Bank of Scotland plc didn’t refund her money, that she believed was lost through an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in d... (4 pages)View decision -
Decision Reference DRN-5608472
29 Sep 2025 Nationwide Building Society Not upheldMortgagesDRN-5608472 The complaint Mr C and Mr R complain that Nationwide Building Society wouldn’t let them move their portable mortgage to a new property, because it was over its exposure limits in that development. Mr C and Mr R said they had to pay to exit their mortgage instead. What happen... (4 pages)View decision -
Decision Reference DRN-5735694
29 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5735694 The complaint Mr C complains that AmTrust Specialty Limited declined a claim for theft under his gadget insurance policy. What happened Mr C held a gadget insurance policy which was provided by AmTrust, and it covered a specific gadget. Unfortunately, whilst travelling abro... (2 pages)View decision -
Decision Reference DRN-5794295
29 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5794295 The complaint Mr R complains that Admiral Insurance (Gibraltar) Limited caused further damage to his car when it repaired it following a claim made on his motor insurance policy. He wants a post- repair inspection and compensation for his trouble and upset. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5594096
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5594096 The complaint Mr B complains that Barclays Bank UK PLC (“Barclays”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as f... (3 pages)View decision -
Decision Reference DRN-5758838
29 Sep 2025 One Insurance Limited Not upheldInsuranceDRN-5758838 The complaint Mrs I complains that One Insurance Limited cancelled her motor insurance. One Insurance used a third party company to handle Mrs I’s claim and most of her correspondence has been with this company rather than directly with One Insurance. For the avoidance of do... (2 pages)View decision -
Decision Reference DRN-5686545
29 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5686545 The complaint Mr M complains Link Financial Outsourcing Limited trading as Honours Student Loans (HSL) terminated his student loans unfairly. What happened Mr M had two student loans with HSL which they terminated following a deferment application. The loans were originally ... (4 pages)View decision
