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 364862 results
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Decision Reference DRN-5457441
6 May 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5457441 The complaint This complaint is about a mortgage Mr E holds with Bank of Scotland plc (BOS). It’s the third in a sequence of individual complaints Mr E has made about BOS’ handling of a series of changes made to his mortgage account during early 2024. Those changes include a... (2 pages)View decision -
Decision Reference DRN-5448678
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5448678 The complaint D, a limited company, complains that National Westminster Bank Public Limited Company closed their accounts and returned funds to the original sender. They’d like the funds returned to them. D are represented by their director, Mr K. What happened In May 2024... (2 pages)View decision -
Decision Reference DRN-5515092
6 May 2025 Bank of Scotland Plc UpheldMortgagesDRN-5515092 The complaint Mrs H, as the administrator of the estate of the late Ms I, complains about action Bank of Scotland plc trading as Birmingham Midshires (BM) took to repossess a property subject to a buy to let mortgage in Ms I’s name after Ms I passed away. What happened The l... (4 pages)View decision -
Decision Reference DRN-5449162
6 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5449162 The complaint Mr, Mrs and Miss P complain that Admiral Insurance (Gibraltar) Limited has turned down a cancellation claim they made on a travel insurance policy. As Mrs P brought the complaint to us, for ease of reading, I’ve referred mainly to her. What happened Mr, Mrs and... (3 pages)View decision -
Decision Reference DRN-5386987
6 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5386987 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Ltd (Admiral) dealt with a claim under his motor insurance policy for damage to his vehicle in an accident. References to Admiral in this decision include their agents. What happened In August 2023 Mr B w... (7 pages)View decision -
Decision Reference DRN-5426407
6 May 2025 Santander UK Plc UpheldMortgagesDRN-5426407 The complaint This complaint is about a mortgage Mr O holds with Santander UK Plc. At the heart of the complaint is Santander’s treatment of Mr O over an extended period of financial pressure and mortgage arrears. Mr O believes his treatment hasn’t just been unfair but that ... (4 pages)View decision -
Decision Reference DRN-5530976
6 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5530976 The complaint Mr H has complained about the poor service he received from Admiral Insurance Company (Gibraltar) Limited when he made a claim under his car insurance policy. What happened Mr H was involved in an incident and his car was damaged. He made a claim to his insurer... (3 pages)View decision -
Decision Reference DRN-5446503
6 May 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5446503 The complaint Mr G complains that Bank of Ireland (UK) Plc (“BoI”) is refusing to engage with detailed arguments about the source of the funds it lent him to mortgage his property. Mr G says that without certain proofs, his mortgage must be considered void. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5534429
6 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5534429 The complaint Miss S is complaining that Revolut Ltd won’t reimburse her for payments she made to a scam. What happened The background to the complaint is well known to both parties so I won’t repeat it in detail here. In summary, in December 2023 Miss S fell victim to a job... (9 pages)View decision -
Decision Reference DRN-5456097
6 May 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5456097 The complaint Mr D complains that Aviva Life & Pensions UK Limited has turned down claims he made on two life insurance policies. What happened In October 2017, Mr D and Mr C took out a life insurance policy through a broker. The policy was underwritten by Aviva and it o... (4 pages)View decision
