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 366874 results
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Decision Reference DRN-5398310
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5398310 The complaint Mr K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t treated him fairly in respect of arrears on his mortgage, and a related subject access request. What happened Mr K has a mortgage with NatWest. He took an offset flexible mort... (9 pages)View decision -
Decision Reference DRN-5209129
10 Apr 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5209129 The complaint Mr G says that policy information supplied by Aviva Life & Pensions UK Limited (Aviva) is incorrect and he doesn’t agree with the policy values he’s been given. What happened Mr G is a member of an Executive Pension Plan (EPP) which commenced on 1 November... (4 pages)View decision -
Decision Reference DRN-5343060
10 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5343060 The complaint Mr P is unhappy with how Santander UK Plc dealt with a claim he made, after he’d fallen victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. Bu... (4 pages)View decision -
Decision Reference DRN-5431435
10 Apr 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5431435 The complaint Miss O complains that the car supplied by CA AUTO FINANCE UK LTD wasn’t of satisfactory quality. She says things started to go wrong within a very short time, causing her significant distress, and she wants to reject the car and end the finance agreement. What ... (5 pages)View decision -
Decision Reference DRN-5431275
10 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5431275 The complaint Mr P complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) unfairly reduced his credit limit and withdrew some of his credit card facilities. Mr P wants a review and his credit limit and credit facilities restoring. What happened Mr P used his... (4 pages)View decision -
Decision Reference DRN-5473834
10 Apr 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5473834 The complaint Ms B has complained that Astrenska Insurance Limited trading as Collinson Insurance sent her a refurbished phone as a replacement but it was locked to a network and so unable to be used. What happened In October 2023 Ms B made a claim for a broken phone. She p... (3 pages)View decision -
Decision Reference DRN-5473662
10 Apr 2025 The Shepherds Friendly Society Limited Not upheldInsuranceDRN-5473662 The complaint Mr M complains that The Shepherds Friendly Society Limited declined a claim and cancelled his income protection policy. What happened Any reference to Mr M includes information provided by his representatives. Mr M held an income protection policy that was pr... (5 pages)View decision -
Decision Reference DRN-5045553
10 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5045553 The complaint Mr L complains that the car he acquired through BMW Financial Services(GB) Limited (“BMW”) wasn’t of satisfactory quality. He wants BMW to reimburse him for the repairs he’s paid for and cover his other related costs. What happened Mr L entered into a hire purc... (4 pages)View decision -
Decision Reference DRN-5473308
10 Apr 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5473308 The complaint Mrs B complains that a car she acquired under a conditional sale agreement through Volvo Car Financial Services UK Limited (Volvo) was of unsatisfactory quality. Reference to Mrs B and Volvo includes their representatives. What happened I issued a provisional ... (5 pages)View decision -
Decision Reference DRN-5281157
10 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5281157 The complaint With the help of a professional representative (PR) Mr G complains that HSBC UK Bank Plc lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr G. What happened In May 2017, Mr G applied for – and received - a credi... (5 pages)View decision
