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-5543271
10 Jun 2025 Partnership Home Loans Limited Not upheldMortgagesDRN-5543271 The complaint Mrs B’s complaint is about a lifetime mortgage she has with Partnership Home Loans Limited (PHL). Mrs B has effectively said that the mortgage was mis-sold as it was not suitable for her, given she was only 64 at the time of the sale, and so the compound, rolle... (4 pages)View decision -
Decision Reference DRN-5540636
10 Jun 2025 Intrum Mortgages UK Finance Limited Not upheldMortgagesDRN-5540636 The complaint Mrs H’s complaint is about a second charge loan she and her late husband took out in 2005 and which is now owned by Intrum Mortgages UK Finance Limited. She is unhappy that in 2006 the term of the loan was extended to 2030 without her knowledge or consent. In a... (4 pages)View decision -
Decision Reference DRN-5510888
10 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5510888 The complaint Mr G’s complaint relates to a mortgage he has with Barclays Bank UK PLC. He believes that after his mortgage was transferred to Barclays in 2012, it has applied an incorrect rate of interest to it, and he has been overcharged. What happened Mr G took out his mo... (3 pages)View decision -
Decision Reference DRN-5385299
9 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5385299 The complaint Mr G complains that U K Insurance Limited trading as NIG (“NIG”) unfairly declined a claim made under his business’s commercial insurance policy following an arson attack at his commercial premises. Any reference to Mr G in this complaint includes his represent... (4 pages)View decision -
Decision Reference DRN-5274071
9 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5274071 The complaint Mr Y has complained that Monzo Bank Ltd won’t refund transactions he says he didn’t make or otherwise authorise. What happened Over the course of about two weeks in November 2024, various online card payments were made from Mr Y’s Monzo account. Just after the ... (4 pages)View decision -
Decision Reference DRN-5502215
9 Jun 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5502215 The complaint Mr G complains that Aviva Life & Pensions UK Limited (‘Aviva’) has unreasonably refused to reinstate the total benefit that he was previously receiving from his employer’s group income protection policy. What happened Though the timeline is well-known, to ... (6 pages)View decision -
Decision Reference DRN-5455667
9 Jun 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5455667 The complaint Mr S complains that Legal and General Assurance Society Limited (‘L&G’) has unreasonably refused a claim he made under a group income protection policy. What happened Mr S was a member of his employer’s group income protection policy, underwritten by L&... (5 pages)View decision -
Decision Reference DRN-5098160
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5098160 The complaint Mrs R complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an advance fee scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-5484289
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5484289 The complaint Mr D complains that Revolut Ltd hasn’t protected him from losing money to a fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr D has explained that from August 2022 to Oc... (2 pages)View decision -
Decision Reference DRN-4967372
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4967372 The complaint Mrs A complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs A has explained that in March 2024 she mad... (2 pages)View decision
