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 125267 results
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Decision Reference DRN-5076582
14 Oct 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5076582 The complaint Ms D complains that The Mortgage Works (UK) Plc didn’t tell her she wasn’t paying enough each month to cover her contractual monthly payment (“CMP”) on a Buy To Let (“BTL”) mortgage. Instead, it used a credit on her mortgage to cover the difference. What happen... (4 pages)View decision -
Decision Reference DRN-5036208
14 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5036208 The complaint Mr L complains Revolut Ltd (Revolut) following a system error, failed to reinstate his direct debit. What happened Mr L says he received a notification from Revolut to say that due to a system error it had cancelled certain direct debits, but it also said it wo... (2 pages)View decision -
Decision Reference DRN-5072218
14 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5072218 The complaint Mr C has complained about the way Admiral Insurance (Gibraltar) Limited handled a claim he made under his home emergency insurance policy. Reference to Admiral includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll... (3 pages)View decision -
Decision Reference DRN-5041799
14 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5041799 The complaint C, a limited company, complains that HSBC UK Bank Plc didn’t freeze its bank account as requested and delayed access to the new director causing loss and inconvenience What happened C had a sole director and owner who passed away in September 2022. This was rep... (5 pages)View decision -
Decision Reference DRN-5070562
14 Oct 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5070562 Complaint Mr E has complained about credit cards which Clydesdale Bank Plc (trading as “Virgin Money”) provided to him. He says he was provided with credit cards that were unaffordable. Background Mr E was initially provided with a credit card with a limit of £4,300.00 in J... (10 pages)View decision -
Decision Reference DRN-5015082
14 Oct 2024 Lex Autolease Ltd UpheldConsumer CreditDRN-5015082 Complaint Mr A has complained about the quality of a car that Lex Autolease Limited (“Lex”) supplied to him through a regulated hire agreement. Background In January 2022, Lex hired a brand-new car to Mr A. As I understand it the car had delivery mileage on it when Lex supp... (6 pages)View decision -
Decision Reference DRN-5070228
14 Oct 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5070228 Complaint Miss Y complains that Moneybarn No.1 Ltd (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with her. She’s said that she attempted to exercise her right to withdraw from the agreement within the 14-day period because her circumstances had... (8 pages)View decision -
Decision Reference DRN-4765376
13 Oct 2024 Skipton Building Society UpheldInvestmentsDRN-4765376 The complaint Mrs D complains that Skipton Building Society failed to follow a reasonable process relating to the transfer of her Online Lifetime Cash ISA (‘LISA’) to another business. What happened Mrs D is represented by Mr D in bringing her complaint. She has held her LIS... (4 pages)View decision -
Decision Reference DRN-5056231
13 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5056231 The complaint Mrs V complains Wise Payments Limited didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs V has an account with Wise. She has accounts with three other businesses too, who I’ll refer to as “H”, “M” and “R” throughout the rest o... (2 pages)View decision -
Decision Reference DRN-4998876
12 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-4998876 The complaint Mr F and Mrs F complain that Aviva Insurance Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car or sports utility vehicle, first registered in late 2014. Mr F had the... (4 pages)View decision
