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 360264 results
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Decision Reference DRN-5208282
11 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5208282 The complaint Mrs S complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) is holding her liable for a loan which she says she neither applied for nor knew about. What happened The background to this complaint is well known to both ... (2 pages)View decision -
Decision Reference DRN-5331670
11 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5331670 The complaint Mr and Mrs H are unhappy that Aviva Insurance Limited (Aviva) declined their travel insurance claim. What happened Mr and Mrs H have a travel insurance policy alongside their bank account. Aviva is the underwriter of the policy. Mr and Mrs H had a holiday booked... (3 pages)View decision -
Decision Reference DRN-5387583
11 Mar 2025 National House-Building Council UpheldInsuranceDRN-5387583 The complaint Mr and Mrs K have complained about their building warranty provider National House-Building Council (NHBC). They’re unhappy their claim on the warranty was declined and they believe the policy may have been mis-sold to them. What happened Mr and Mrs K had a pl... (2 pages)View decision -
Decision Reference DRN-5336408
11 Mar 2025 The Caravan Club Ltd UpheldInsuranceDRN-5336408 The complaint Mr D has complained that an agent of The Caravan Club Ltd caused damage to his motorhome when he asked for assistance while travelling abroad and the Caravan Club misled him into believing repairs carried out in the UK would be met under his motorhome insurance... (3 pages)View decision -
Decision Reference DRN-5311545
11 Mar 2025 Tandem Home Loans Ltd Not upheldMortgagesDRN-5311545 The complaint Miss A’s complaint relates to a second charge mortgage with Tandem Home Loans Ltd. She is unhappy with the amount of time Tandem took to register its charge against the property title with the Land Registry and she believes that when it was, it was not done pro... (3 pages)View decision -
Decision Reference DRN-5269906
11 Mar 2025 Experian Limited Not upheldConsumer CreditDRN-5269906 The complaint Miss A complains Experian Limited, in their capacity as a credit broker, offered her a guaranteed pre-approved loan at a rate of 6.7%. But when taking out the loan, was offered a rate of 20.7%. What happened Miss A has said she was working on her credit score a... (2 pages)View decision -
Decision Reference DRN-5337285
11 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5337285 The complaint Miss L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss L applied for a credit card with Aqua in August 2021. In her application, Miss L said she ... (4 pages)View decision -
Decision Reference DRN-5294021
11 Mar 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5294021 The complaint This complaint is about a mortgage Ms H used to hold with Landmark Mortgages Limited (LML). There are several broad strands to the complaint; which I will detail in the next section. What happened The basic background to this complaint is well known to both pa... (5 pages)View decision -
Decision Reference DRN-5379281
11 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5379281 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost as a result of an investment scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr B throughout this complaint. What happened The background to ... (6 pages)View decision -
Decision Reference DRN-5001995
11 Mar 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5001995 The complaint Mr H complains about eToro (UK) Ltd (eToro). He said he was unable to access the trading app. He said he was trying to extend a stop loss one of his positions, but due to eToro’s error, he was unable to. He said not being able to do this lost him money, as the ... (3 pages)View decision
