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-5170136
6 Dec 2024 Lloyds Bank PLC UpheldMortgagesDRN-5170136 The complaint Mr B’s complaint is about an interest-only mortgage he holds with Lloyds Bank PLC. Mr B believes he’s being treated unfairly by Lloyds because he’s unable to extend the mortgage term or convert the mortgage to a capital repayment basis because he has consent to... (4 pages)View decision -
Decision Reference DRN-5173553
6 Dec 2024 Landmark Mortgages Limited Not upheldMortgagesDRN-5173553 The complaint Mr and Mrs V complain that Landmark Mortgages Limited hasn’t been properly administering their mortgage, and that some payments they made recently haven’t been credited to their account. They said they’d been paying, but their debt had gone up. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5035246
6 Dec 2024 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5035246 The complaint Mr W complains about the amount of charges Hargreaves Lansdown Asset Management Limited (‘HL’) has applied to his account, how those were disclosed and it not providing him with information he requested. What happened Mr W had a SIPP, ISA and General Investmen... (4 pages)View decision -
Decision Reference DRN-5190580
6 Dec 2024 MetLife Europe d.a.c. UpheldInsuranceDRN-5190580 The complaint Miss T has complained that MetLife Europe d.a.c. declined a claim she made under her group income protection policy. What happened In summary Miss T suffered a major accidental injury on 30 June 2023 and was signed off work from 3 July 2023. She made a claim un... (3 pages)View decision -
Decision Reference DRN-5108823
6 Dec 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-5108823 The complaint Mr A has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Metro in January 2023. In August Mr A was told by Metro that they were closing his account. Mr A subse... (2 pages)View decision -
Decision Reference DRN-5116701
6 Dec 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5116701 The complaint Mr and Mrs M are unhappy with AXA PPP Healthcare Limited’s decision to decline their claim. What happened Mr and Mrs M have private medical insurance with AXA. In June 2023, Mrs M, unfortunately, fell and injured her ankle and foot. She required a brace for aro... (3 pages)View decision -
Decision Reference DRN-5181695
6 Dec 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5181695 The complaint Mr H complains that Casualty & General Insurance Company (Europe) Ltd rejected a clam on his pet insurance policy and added exclusions to the policy. What happened Mr H took out a pet insurance policy for his puppy which started on 8 November 2023. On 14 No... (2 pages)View decision -
Decision Reference DRN-5087898
6 Dec 2024 Skipton Building Society UpheldMortgagesDRN-5087898 The complaint Miss N complains that Skipton Building Society (Skipton) did not inform her that she had the option to switch her mortgage rate when it knew that she was struggling financially. Miss N has brought the complaint and says that she has been the sole contributor to... (8 pages)View decision -
Decision Reference DRN-5181786
6 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5181786 The complaint Mr K complains that Revolut Ltd (Revolut) won’t refund the money he lost to a scam. What happened I issued my provisional decision on this complaint on 15 November 2024. I wanted to give both sides a chance to provide any further evidence and arguments before ... (13 pages)View decision -
Decision Reference DRN-5137190
6 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5137190 The complaint Miss R complains about the service that HSBC UK Bank Plc provided when she asked for support with her credit card payments. What happened Miss R holds a credit card account with HSBC. She experienced some financial difficulties and wrote to HSBC asking for a pa... (3 pages)View decision
