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 360982 results
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Decision Reference DRN-5220826
19 Dec 2024 more 2 life Ltd UpheldMortgagesDRN-5220826 The complaint Mr and Mrs S complain that more 2 life Ltd relied on an incorrect valuation when it lent them a lifetime mortgage and that it set up the mortgage on an interest rate which they didn’t agree to. What happened Mr and Mrs S had a mortgage of around £495,000 with a... (5 pages)View decision -
Decision Reference DRN-5222395
19 Dec 2024 MBNA Limited UpheldConsumer CreditDRN-5222395 The complaint Mrs S says MBNA Limited irresponsibly lent to her. What happened Mrs S took out a loan for £8,000 over 60 months from MBNA on 23 November 2023. The monthly repayments were £201.81 and the total repayable was £12,108.60. Mrs S says she was already seriously inde... (3 pages)View decision -
Decision Reference DRN-5216994
19 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5216994 The complaint Mr M has complained that Advantage Insurance Company Limited didn’t honour a quote it provided to him for a new car insurance policy. Any reference to Advantage includes its agents. What happened Mr M obtained a quote via a comparison site for a car insurance p... (2 pages)View decision -
Decision Reference DRN-5194062
19 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5194062 The complaint Mr M complains about the actions taken by HSBC UK Bank Plc trading as ‘first direct’ when he wanted to make a payment to an investment company. What happened Mr M held a current account with first direct. On 17 September 2024, first direct blocked a £3,000 pay... (4 pages)View decision -
Decision Reference DRN-5218072
19 Dec 2024 Countrywide Assured Plc UpheldPensions and AnnuitiesDRN-5218072 The complaint Mr D complains that Countrywide Assured Plc (“Countrywide”) failed to treat him fairly when it gave him information about the transfer value of some pension savings. And he further complains that, despite agreeing to the return of his pension savings, Countrywi... (4 pages)View decision -
Decision Reference DRN-4913099
19 Dec 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4913099 The complaint Mr A and Miss A complain that Interactive Investor Services Limited (“II”) has been charging unfairly high fees for two investment accounts. What happened In 2011 Mr A opened two investment accounts with a firm I’ll call S. One account for each of his daughters... (2 pages)View decision -
Decision Reference DRN-5222960
19 Dec 2024 Aldermore Bank Plc UpheldBanking and PaymentsDRN-5222960 The complaint Miss O complains an individual savings account (ISA) transfer from a third party ISA provider (H) to Aldermore Bank Plc took longer than it should have, causing her financial loss. What happened I sent the parties a provisional decision in November 2024, in whi... (6 pages)View decision -
Decision Reference DRN-5214153
19 Dec 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5214153 The complaint Ms H and Mr F are unhappy with Advantage Insurance Company Limited’s (Advantage) decision to decline a claim they made under their buildings insurance policy. Ms H and Mr F are both party to this complaint but for ease of reference, I’ve referred to Ms H throu... (4 pages)View decision -
Decision Reference DRN-5025520
19 Dec 2024 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5025520 The complaint Mr B complains that Automobile Association Insurance Services Limited (AA) treated him unfairly when he tried to renew his car insurance policy. What happened Mr B received a car insurance renewal quote in November 2022, based on a fixed-sum loan agreement and ... (3 pages)View decision -
Decision Reference DRN-5107257
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5107257 The complaint Mr H complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost after falling victim to a scam. What happened In 2020, Mr H was recommended an investment through a company I’ll refer to as B. Mr H says he had sold his house and was looking to inve... (5 pages)View decision
