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-5421028
24 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5421028 The complaint Mr and Mrs B complain that Barclays Bank UK PLC misled them and unfairly declined to port their mortgage. They had to pay an early repayment charge (ERC) and re-mortgage at a higher interest rate. What happened Mr and Mrs B had a mortgage with Barclays with sev... (5 pages)View decision -
Decision Reference DRN-5053630
24 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5053630 The complaint Mr M has complained about the service provided by Royal & Sun Alliance Insurance Limited (‘RSA’) following his claim under his car insurance policy. For the avoidance of doubt, the term RSA includes its contractors and representatives for the purposes of th... (4 pages)View decision -
Decision Reference DRN-5194297
24 Mar 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5194297 The complaint Mrs R is unhappy Creation Consumer Finance Ltd (Creation) have charged interest on her buy-now-pay-later transaction (BNPL). Mrs R is represented in this matter by her husband, but for ease I will refer only to Mrs R throughout, as it is her agreement with Cre... (3 pages)View decision -
Decision Reference DRN-5391989
24 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5391989 The complaint Miss J complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this compla... (6 pages)View decision -
Decision Reference DRN-5422241
24 Mar 2025 First Central Underwriting Limited UpheldInsuranceDRN-5422241 The complaint Mr G complains that First Central Underwriting Limited (First Central) unfairly avoided his car insurance policy following a claim he made. What happened Mr G held a motor insurance policy underwritten by First Central. He made a claim in September 2024 after... (4 pages)View decision -
Decision Reference DRN-5344467
24 Mar 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5344467 The complaint Mr B has complained about his mortgage he holds with Landmark Mortgages Limited. The mortgage was held jointly with Mr B’s ex-wife, but this complaint was brought by just Mr B. I understand Mr B’s ex-wife died late last year whilst the complaint has been with u... (9 pages)View decision -
Decision Reference DRN-5362762
24 Mar 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5362762 The complaint Mr C complains that Shawbrook Bank Limited unfairly recorded a default on his credit file. What happened Mr C holds a personal loan account with Shawbrook. In March 2024 Mr C contacted Shawbrook and advised that he was experiencing financial difficulties due to... (3 pages)View decision -
Decision Reference DRN-4968533
24 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-4968533 The complaint Mrs G complains about Advantage Insurance Company Limited’s decision to turn down her buildings insurance claim. What happened Mrs G held buildings insurance cover with Advantage, and this included accidental damage cover for underground pipes. In 2023, Mrs G... (3 pages)View decision -
Decision Reference DRN-5335501
24 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5335501 The complaint Miss B complains that MBNA Limited lent irresponsibly when it approved her credit card application. What happened Miss B applied for a credit card with MBNA in January 2024. In her application, Miss B said she was living with her parents, single and had no dep... (2 pages)View decision -
Decision Reference DRN-5054811
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5054811 The complaint Mr K complains that HSBC UK Bank Plc hasn’t reimbursed the money he’s lost to a scam. What happened Mr K says he made the following payments to a cryptocurrency investment scam: Date of payment Type of payment Amount of payment 7 October 2021 Faster payment £75... (2 pages)View decision
