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 364422 results
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Decision Reference DRN-5132971
13 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-5132971 The complaint Miss E complains that Nationwide Building Society won’t re-open her mortgage account so she can repay the amount it previously cleared. What happened Miss E had a mortgage with Nationwide and the agreed repayment term ended in March 2020. At that time, there wa... (4 pages)View decision -
Decision Reference DRN-5146988
13 Dec 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5146988 The complaint Miss S says Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, irresponsibly lent to her. Miss S brought her complaint via a representative, for ease of reading I will refer solely to Miss S in this decision. What happened Miss S took out a loan ... (3 pages)View decision -
Decision Reference DRN-4998141
13 Dec 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4998141 The complaint Mr V complains about the advice given by HARBOUR ROCK CAPITAL LIMITED trading as Pension Access to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a flexi-access drawdown personal pension. HARBOUR ROCK CAPITAL LIMITED proces... (10 pages)View decision -
Decision Reference DRN-5164349
13 Dec 2024 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5164349 The complaint Miss T complains about how she was treated by Home Retail Group Card Services Limited trading as Argos Card (Argos) following a payment arrangement she came to. She’s unhappy with the overall communication, the interest charged, and the impact on her credit fil... (3 pages)View decision -
Decision Reference DRN-5142835
13 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5142835 The complaint Mr G has complained about the way his motor insurer, Marshmallow Insurance Limited (‘Marshmallow’), dealt with a claim he made on his policy. Marshmallow is the underwriter of this policy i.e., the insurer. During the claim Mr G also dealt with other businesse... (4 pages)View decision -
Decision Reference DRN-5097648
13 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5097648 Complaint Mrs O complains that Revolut has refused to reimburse her for payments she made in connection with a job scam. Background In June 2023, Mrs O received a message from someone claiming to be a recruitment consultant, offering her a remote-working role. At the time, M... (3 pages)View decision -
Decision Reference DRN-5168601
13 Dec 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5168601 The complaint Mr H complains Haven Insurance Company Limited provided poor service when providing his motor insurance. Mr H’s been represented for the complaint. For simplicity I’ve referred to the representative’s actions as being Mr H’s own. What happened In February 202... (3 pages)View decision -
Decision Reference DRN-5208626
13 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5208626 The complaint Mr C complains about the increase in premium for his motor insurance policy with Advantage Insurance Company Limited (Advantage). References to Advantage in this decision include their agents. This decision covers Mr C’s complaint to this Service about the in... (3 pages)View decision -
Decision Reference DRN-5112722
13 Dec 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5112722 The complaint The estate of Mr M has complained that The Royal Bank of Scotland Plc (“RBS”) changed the law firm who was appointed as an executor of Mr M’s Will without notifying the late Mr M or his wife. The estate of Mr M has also complained about the difficulties they fa... (4 pages)View decision -
Decision Reference DRN-5210393
13 Dec 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5210393 The complaint Mr and Mrs H have complained that The National Farmers’ Union Mutual Insurance Society (NFU) declined their travel insurance claim. They have also complained about some aspects of the claims handling. As it is Mrs H leading on the complaint, I will mostly just... (3 pages)View decision
