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-4954973
25 Jun 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-4954973 The complaint Ms B has complained that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (Castle) are holding her liable for a loan that she did not take out. What happened Ms B said she fell victim to a scam after expressing an interest in an... (4 pages)View decision -
Decision Reference DRN-5445835
25 Jun 2025 Cover-More Insurance Services Limited Not upheldInsuranceDRN-5445835 The complaint Mr N complains that he was mis-sold an annual car hire insurance policy by Cover-More Insurance Services Limited as he says he wasn’t made aware the policy didn’t cover the company he’d hired a car from. And that when he submitted a claim it was declined. What ... (3 pages)View decision -
Decision Reference DRN-5344409
25 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5344409 The complaint Ms M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t delete a recording of an in-branch appointment she attended. What happened Ms M had an in-branch appointment with NatWest to discuss her finances - known as a ‘financial health... (3 pages)View decision -
Decision Reference DRN-5642716
25 Jun 2025 Knott Another Mortgage Adviser Limited UpheldMortgagesDRN-5642716 The complaint Miss B told us that after she had an exploratory conversation about fixing her mortgage with a broker from Knott Another Mortgage Adviser Limited trading as AK Partnership (“AK”) the broker then generated and accepted a mortgage offer on her behalf, without her... (5 pages)View decision -
Decision Reference DRN-5647032
25 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5647032 The complaint Mr F complains Barclays Bank UK PLC unfairly blocked and closed his accounts. And by doing so, has failed to reasonably consider his circumstances. Mr F is also unhappy about the information and service Barclays provided to him. What happened The detailed back... (6 pages)View decision -
Decision Reference DRN-5621351
25 Jun 2025 AmTrust Speciality Limited UpheldInsuranceThe complaint Mr H complains AmTrust Speciality Limited mistakenly told him he had legal expenses cover attached to his home insurance. Mr H’s complaint centres on a claim that AmTrust said was covered and the way it handled that claim. Consequently, Mr H says he’s suffered financial losse... (4 pages)View decision -
Decision Reference DRN-5570715
25 Jun 2025 Unum Ltd Not upheldInsuranceThe complaint Mr S has complained that Unum Ltd has declined a critical illness claim made under his employer’s critical illness policy. What happened The background to this complaint is well known to the parties and not in dispute. In summary Mr S joined his employer’s group scheme in Jul... (3 pages)View decision -
Decision Reference DRN-5154393
25 Jun 2025 Lendable Ltd Not upheldConsumer CreditDRN-5154393 The complaint Mr K complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr K says that the paintwork on the vehicle is defective, and the car has been poorly resprayed at some point. What... (4 pages)View decision -
Decision Reference DRN-5526702
25 Jun 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5526702 The complaint Mr and Mrs W’s complaint is about their mortgage with Bank of Ireland UK Plc (BOI). They are unhappy that when they applied to port (transfer) their mortgage interest rate product onto another mortgage on a new property they were buying, they were told shortly ... (3 pages)View decision -
Decision Reference DRN-5603694
25 Jun 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5603694 The complaint Mrs and Mr B’s complaint is about a third charge mortgage they hold with Tandem Home Loans Ltd. They think the decision to lend to them was irresponsible as they don’t think proportionate checks were done and the mortgage was unaffordable. Mrs and Mr B are repr... (4 pages)View decision
