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 370903 results
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Decision Reference DRN-5561156
15 May 2025 Sky UK Limited UpheldConsumer CreditDRN-5561156 The complaint Miss W complains that Sky UK Limited didn’t start collecting her direct debits when they should have. What happened Miss W financed a new phone through a fixed sum loan with Sky. She was to make monthly payments towards the agreement. The phone was delivered in... (2 pages)View decision -
Decision Reference DRN-5129312
15 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5129312 The complaint Mr and Mrs F complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money they lost when they fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr and Mr... (7 pages)View decision -
Decision Reference DRN-5363229
15 May 2025 Bank of Scotland Plc UpheldMortgagesDRN-5363229 The complaint Mrs B complains that Bank of Scotland, trading as Halifax (“Halifax”) gave her incorrect information about how the Mortgage Charter could help her manage her mortgage. What happened Mrs B took out a 17-year interest only mortgage with Halifax in 2009 with the h... (4 pages)View decision -
Decision Reference DRN-5556534
15 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5556534 The complaint Mrs W complains that NewDay Ltd irresponsibly lent to her. Mrs W is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs W herself. What hap... (3 pages)View decision -
Decision Reference DRN-5521960
15 May 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5521960 The complaint Mr and Mrs C are unhappy that Astrenska Insurance Limited haven’t fully settled a claim they made on their travel insurance policy. What happened Mr and Mrs C were abroad when Mrs C became unwell. She tried to seek help at a walk in centre but was ultimately ta... (2 pages)View decision -
Decision Reference DRN-5470882
15 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5470882 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited settled his motor insurance claim unfairly. What happened In October 2024 Mr C bought a car in a private sale for £7,500. He insured it with Admiral. Around two months later Mr C was in an accident. Admi... (3 pages)View decision -
Decision Reference DRN-5398479
15 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5398479 The complaint Mr D has complained about the premium Royal & Sun Alliance Insurance Limited (RSA) offered at the renewal of a home insurance policy he shares with Mrs D. What happened Mr and Mrs D received a renewal invitation from the underwriter RSA of a home insurance ... (2 pages)View decision -
Decision Reference DRN-5530329
15 May 2025 Motability Operations Limited UpheldConsumer CreditDRN-5530329 The complaint Mrs T complains that Motabilty Operations Limited (MO”) changed their policy of allowing consumers the option to purchase vehicles at the end of the lease without telling her. What happened In April 2022 Mrs T was supplied with a car and entered into a personal... (3 pages)View decision -
Decision Reference DRN-5546814
15 May 2025 Europ Assistance SA UpheldInsuranceDRN-5546814 The complaint Mr and Mrs B are unhappy that Europ Assistance SA declined a claim they made on their travel insurance policy. What happened Mr and Mrs B took out a travel insurance policy when they booked their holiday through a company I’ll refer to as ‘L’. Mr B was sadly in... (2 pages)View decision -
Decision Reference DRN-4963171
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4963171 The complaint Mr M complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. On 7 July 2023, Mr M paid €5,750 t... (3 pages)View decision
