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 381082 results
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Decision Reference DRN-5791058
8 Sep 2025 Aviva Life Services UK Limited Not upheldMortgagesDRN-5791058 The complaint This complaint’s about an equity release lifetime mortgage that Mrs E took out in 2005 with Aviva Life Services UK Limited. The complaint is that the lifetime mortgage was mis-sold; Mrs E, who sadly now lacks capacity, is represented here by Mr E as her attorne... (4 pages)View decision -
Decision Reference DRN-5761805
8 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5761805 The complaint Mr O has complained J.P. Morgan Europe Limited, trading as Chase, won’t refund him for two transactions he didn’t willingly make. What happened On a night in July 2024, Mr O was out in a nightclub area. At some time after midnight, he was approached by a gang o... (3 pages)View decision -
Decision Reference DRN-5758058
8 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5758058 The complaint Mr and Mrs S complain that AWP P&C S.A. declined their claim against a travel insurance policy. Reference to AWP includes its agents. What happened Mr and Mrs S have travel insurance as a benefit of a current account. They planned a family trip with depart... (3 pages)View decision -
Decision Reference DRN-5757277
8 Sep 2025 Paratus AMC Limited Not upheldMortgagesDRN-5757277 The complaint Mr and Mrs H complain about action taken by Paratus AMC Limited trading as Foundation Home Loans (Foundation) in respect of their mortgage, in particular relating to action it took to repossess the property. What happened Mr and Mrs H had an interest only mortg... (4 pages)View decision -
Decision Reference DRN-5648093
8 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5648093 The complaint This complaint is about a mortgage Mr and Mrs T sought with Bank of Scotland plc trading as Halifax in the summer of 2024. They believe their property was under-valued, forcing them to source the mortgage with a different lender. The extra time this took meant ... (3 pages)View decision -
Decision Reference DRN-5799152
8 Sep 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5799152 The complaint Mrs K complains that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. Mrs K further complains that Drafty didn’t consider her vulnerability when dealing with her. What happened Mr... (5 pages)View decision -
Decision Reference DRN-5504066
8 Sep 2025 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-5504066 The complaint Ms A is unhappy with the 2023 renewal of her contents insurance policy with Advisory Insurance Brokers Limited. She believes that she may not have been insured during the 2023/24 policy year and would like her premiums refunded and compensation for the poor cus... (3 pages)View decision -
Decision Reference DRN-5672670
8 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5672670 The complaint T, a small charity, has complained Lloyds Bank plc should have done more to prevent them being a victim of a scam. What happened Mr and Mrs B run a small charity account in the name of T. This account is held with Lloyds. Mr B had a relationship with a financia... (3 pages)View decision -
Decision Reference DRN-5663878
8 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5663878 The complaint Mr and Mrs M complain that Santander UK Plc is seeking to repossess the property Mrs M lives in because of mortgage arrears. What happened Mr and Mrs M have a mortgage with Santander. Mr and Mrs M have separated and Mrs M lives in the property, but it remains a... (3 pages)View decision -
Decision Reference DRN-5764771
8 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5764771 The complaint Mr C has complained about Aviva Insurance Limited’s handling of a claim on his motor insurance policy. In particular he is concerned that it initially incorrectly accepted liability for the third party’s claim and has failed to keep him informed about developme... (4 pages)View decision
