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-5450291
25 Jun 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5450291 The complaint Mrs C complains that OAKBROOK FINANCE LIMITED trading as Likely Loans was irresponsible in its lending to her. She wants all interest and charges applied to the loans refunded along with statutory interest. She also wants £750 compensation for the impact the le... (3 pages)View decision -
Decision Reference DRN-5306709
25 Jun 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5306709 The complaint Mr V has complained that Mulsanne Insurance Company Limited cancelled his car insurance policy after his car was declared a total loss, despite him having had the car repaired. Any reference to Mulsanne includes its agents. What happened Mr V’s car was damaged ... (2 pages)View decision -
Decision Reference DRN-5647370
25 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5647370 The complaint Mr R is unhappy with the scope of works esure Insurance Limited (“esure”) agreed to cover under his home insurance policy when it reviewed the damage at his property. Mr R was represented during this complaint, but for ease and simplicity, I’ll only refer to Mr... (3 pages)View decision -
Decision Reference DRN-5637429
25 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5637429 The complaint Miss F complains that Santander UK Plc delayed and blocked her account for nine months as it was investigating a possible scam payment. And that it asked her unreasonable questions, during its investigation. What happened In January 2024 Miss F attempted to mak... (3 pages)View decision -
Decision Reference DRN-5409140
25 Jun 2025 One Insurance Limited Not upheldInsuranceDRN-5409140 The complaint Mr F has complained that his van insurer, One Insurance Limited (‘One Insurance’) unfairly declined a claim he made on his policy and then proceeded to avoid it. What happened In March 2024 Mr F made a claim on his van insurance policy after his vehicle was st... (4 pages)View decision -
Decision Reference DRN-5645019
25 Jun 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5645019 The complaint Mr W complains that he received negligent retirement financial planning advice from Ascot Lloyd Limited trading as Ascot Lloyd. He argues that this caused him to take more income from his self-invested personal pension (‘SIPP’) than necessary, causing him to su... (8 pages)View decision -
Decision Reference DRN-5647268
25 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5647268 The complaint Mr and Mrs W are unhappy with the service and workmanship they received from Lloyds Bank General Insurance Limited (“Lloyds”) under their home insurance policy following a claim for escape of water. What happened Mr and Mrs W made a claim with Lloyds, when a bu... (3 pages)View decision -
Decision Reference DRN-5311411
25 Jun 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5311411 The complaint Miss A has complained Clydesdale Bank plc, trading as Virgin Money, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened a savings and current account with Virgin Money on 12 June 2024. Very soon after sh... (3 pages)View decision -
Decision Reference DRN-5431844
25 Jun 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5431844 The complaint Mr and Mrs R’s complaint is against Lenvi Servicing Limited and relates to a Help to Buy (HTB) loan. The loan was paid off in 2019 but the charge wasn’t removed. This resulted in delay when Mr and Mrs R were re-mortgaging. To settle the complaint, Mr and Mrs R... (3 pages)View decision -
Decision Reference DRN-5168292
25 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5168292 The complaint Mr M is unhappy that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited (‘SFS’) was of an unsatisfactory quality. What happened In August 2023, Mr M was supplied with a used car through a conditional sale agre... (4 pages)View decision
