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 369228 results
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Decision Reference DRN-5454812
9 Apr 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5454812 The complaint Mr S complains about the way Great Lakes Insurance UK Limited (“Great Lakes”) handled a claim made on his pet insurance policy. Any reference to Great Lakes includes the actions of its agents. What happened The circumstances of this complaint are well known to ... (2 pages)View decision -
Decision Reference DRN-5427214
9 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5427214 The complaint Ms S complains Nationwide Building Society (NBS) has stopped sending her statements and correspondence in font size 36. What happened Ms S explained she previously had correspondence and statements sent to her by NBS in font size 36. Ms S said this adjustment a... (2 pages)View decision -
Decision Reference DRN-5338118
9 Apr 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5338118 The complaint Mr G complains that Sainsbury’s Bank Plc lent to him when he could not afford it and did not explain how loans worked or the interest rates involved. What happened I am aware of Mr G’s health issues and I have written this decision in a style to aide his under... (7 pages)View decision -
Decision Reference DRN-5174839
9 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5174839 The complaint Mr W complains that a standing order he set up from his current account to transfer funds to his monthly saver account was rejected by Lloyds Bank Plc. What happened Mr W held a current account with Lloyds which contained a significant amount of money. On 1 De... (3 pages)View decision -
Decision Reference DRN-5389277
9 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5389277 The complaint Mr and Mrs M are unhappy with how Ageas Insurance Limited progressed their legal expenses insurance claim from February 2024 (when it issued a final response to a previous complaint). What happened Mr and Mrs M have a long running dispute with their neighbours... (5 pages)View decision -
Decision Reference DRN-4962451
9 Apr 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4962451 The complaint Mr S has complained that a vehicle supplied to him under a conditional sale agreement with Close Brothers Limited was misrepresented as a four-wheel drive. Mr S has been represented during the claim and complaint process by Mrs S. For ease of reference, I will... (3 pages)View decision -
Decision Reference DRN-5352621
9 Apr 2025 Santander UK Plc Not upheldMortgagesDRN-5352621 The complaint Ms M complains that Santander UK Plc didn’t treat her fairly when her mortgage was in arrears. When Ms M contacted us about her complaint, she asked that Santander reduce the redemption figure so that she could repay the mortgage. What happened Ms M took out a ... (4 pages)View decision -
Decision Reference DRN-5199188
9 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5199188 The complaint Mr N complains that Wise Payments Limited (‘Wise’) won't refund the money he lost after he fell victim to a scam. Mr N is represented in this matter by a third party, but for ease of reading I have referred to Mr N throughout this decision. What happened T... (5 pages)View decision -
Decision Reference DRN-5426437
9 Apr 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5426437 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money have irresponsibly lent to him. What happened Mr M was approved for a 118 118 Money credit card in February 2023 with a £2,000 credit limit. Mr M says that 118 118 Money irresponsibly lent to hi... (2 pages)View decision -
Decision Reference DRN-5393891
9 Apr 2025 Accord Mortgages Limited UpheldMortgagesDRN-5393891 The complaint Mr F’s complaint arises from his mortgage account held with Accord Mortgages Limited. Mr F has raised a number of issues, and those relevant to the mortgage can be summarised as follows: - When he called Accord in 2022 to ask about making lump sum payments to... (7 pages)View decision
