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-5592229
10 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5592229 The complaint Mr and Mrs C complain that Bank of Scotland plc trading as Halifax didn’t treat them fairly after the term of their interest only mortgage expired. What happened Mr and Mrs C have an interest only mortgage with Halifax. The term expired in 2023 with an unpaid b... (3 pages)View decision -
Decision Reference DRN-5323386
10 Sep 2025 Quidie Limited UpheldConsumer CreditDRN-5323386 The complaint Miss B complains Quidie Limited trading as Fernovo didn’t treat her fairly when she fell into financial difficulty on her high-cost short-term instalment loan. What happened Miss B took out a high-cost short-term instalment loan with Fernovo in August 2023. Th... (6 pages)View decision -
Decision Reference DRN-5405736
10 Sep 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5405736 The complaint Mr V complains that Trading 212 UK Limited (“T212”) provided him with a contract for difference (CFD) trading facility that was inappropriate for him and then failed to take account of his vulnerabilities to prevent him incurring significant losses. What happe... (6 pages)View decision -
Decision Reference DRN-5808016
10 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5808016 The complaint Mr and Mrs J complain that Admiral Insurance (Gibraltar) Limited declined a claim for storm damage on their buildings insurance policy. Mr and Mrs J were also unhappy with the service provided by Admiral during the claim. What happened Mr and Mrs J raised a cla... (4 pages)View decision -
Decision Reference DRN-5699950
10 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5699950 The complaint Miss V has complained about the amount Aviva Insurance Limited paid in settlement of her claim under her car insurance policy. What happened Miss V’s car was stolen and she made a claim under her policy. Aviva accepted her claim and offered a settlement based o... (2 pages)View decision -
Decision Reference DRN-5642767
10 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5642767 The complaint Mr M complains Link Financial Outsourcing Limited have refused to correct the account balance on his debt, and he says they’ve failed to provide transparency regarding their debt collection practices. What happened Mr M says his account was transferred from his... (4 pages)View decision -
Decision Reference DRN-4357720
10 Sep 2025 ReAssure Life Limited Not upheldInsuranceDRN-4357720 The complaint The trustees (Mrs L, Ms L and Ms R) of Mrs L’s trust (‘the Trust’) are unhappy, in summary, as they don’t think ReAssure Life Limited (‘ReAssure’) has correctly administered the reviewable whole of life policy that’s held with it. Ms L has driven the complaint... (8 pages)View decision -
Decision Reference DRN-5590216
10 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5590216 The complaint Miss O complains that National Westminster Bank PLC reported her to a credit reference agency for having missed a payment when an agreed payment plan had not commenced. And that her credit file shows her still in arrears, and also showing as an arrangement. Wh... (3 pages)View decision -
Decision Reference DRN-5526783
10 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5526783 The complaint Miss S complains that Zopa Bank Limited (“Zopa”) irresponsibly provided her with a loan she couldn’t afford and it didn’t conduct sufficient affordability checks whilst she was struggling financially. What happened Zopa provided Miss S with a loan for £16,300 ... (4 pages)View decision -
Decision Reference DRN-5678866
10 Sep 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5678866 The complaint Ms H complains Capquest Debt Recovery Limited trading as Erudio Student Loans (Erudio) haven’t written off her student loan when she thinks they should have. What happened Ms H holds a student loan with Erudio. Each year she’s required to fill in a deferment ap... (4 pages)View decision
