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 367928 results
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Decision Reference DRN-5145927
17 Mar 2025 Scottish Widows Limited Not upheldInsuranceDRN-5145927 The complaint Mr G complains that Scottish Widows Limited (Scottish Widows) sent him correspondence asking him to make some amendments on his life and critical illness policy after the policy had ended. What happened In February 2012, Mr G bought a Scottish Widows “Protecti... (2 pages)View decision -
Decision Reference DRN-5363089
17 Mar 2025 Santander UK Plc Not upheldMortgagesDRN-5363089 The complaint Miss G and Mr S complain that Santander UK Plc mistakenly reported arrears on their mortgage to their credit files. What happened Miss G and Mr S had a mortgage with Santander. They fell into financial difficulties in 2023 following a breakdown in their relatio... (4 pages)View decision -
Decision Reference DRN-5222473
17 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5222473 The complaint Mrs and Mr P complain that Ageas Insurance Limited unfairly settled their claim made for damage to their septic tank and with avoidable delays, added to the claim journey. What happened Mrs and Mr P raised a claim with Ageas in June 2022 after they noticed dama... (3 pages)View decision -
Decision Reference DRN-4954458
17 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4954458 The complaint Mr F has complained about the way Bank of Scotland plc trading as Halifax dealt with his request for money back. What happened In January 2023 Mr F entered into a contract for dental aligner treatment with a company I’ll call “S”. To pay for the treatment he e... (2 pages)View decision -
Decision Reference DRN-5362573
17 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5362573 The complaint Mr L complains about how Admiral Insurance (Gibraltar) Limited settled a claim he made on his motor insurance policy. Reference to Admiral includes its agents. What happened Mr L holds a motor insurance policy with Admiral. When he was driving abroad, the vehic... (2 pages)View decision -
Decision Reference DRN-5391690
17 Mar 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5391690 The complaint Mr F has complained about how Skipton Building Society (“Skipton”) responded to him after he raised concerns about it making errors. What happened Mr F spoke to Skipton on 10 July 2024, to complain that it’d written to him with a response to a complaint, even t... (2 pages)View decision -
Decision Reference DRN-5401056
17 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5401056 The complaint Mrs and Mr R complain that Santander UK Plc irresponsibly gave them an overdraft facility and it continued to unfairly apply overdraft charges when they were struggling financially. What happened In May 2018, Mrs and Mr R applied for a £200 overdraft facility f... (6 pages)View decision -
Decision Reference DRN-5357347
17 Mar 2025 Hinckley and Rugby Building Society Not upheldMortgagesDRN-5357347 The complaint Mr L complains that Hinckley and Rugby Building Society has unfairly recorded a marker on his credit file for a missed payment on his mortgage. What happened Mr L has a buy-to-let (“BTL”) mortgage with Hinckley and Rugby Building Society (“H&R”). Mr L makes... (5 pages)View decision -
Decision Reference DRN-5178207
17 Mar 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5178207 The complaint Mr W complains that Brent Shrine Credit Union Limited irresponsibly lent him a personal loan. What happened In November 2021, Mr W borrowed £3,000 from Brent Shrine. The interest rate was 31.44% and the loan term was 36 months, giving a monthly payment of £123.... (2 pages)View decision -
Decision Reference DRN-5220778
17 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5220778 The complaint Miss H is unhappy that Volkswagen Financial Services (UK) Limited (“VWFS”) took back her car without her consent and failed to return personal items. When I refer to what Miss H has said and what VWFS has said, it should also be taken to include things said on... (3 pages)View decision
