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 364862 results
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Decision Reference DRN-5028916
13 Jan 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5028916 The complaint Mr N has complained, through his representative, that The Prudential Assurance Company Limited (‘Prudential’) undertook insufficient due diligence when transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) In October 201... (5 pages)View decision -
Decision Reference DRN-4844977
13 Jan 2025 Cumberland Building Society UpheldBanking and PaymentsDRN-4844977 The complaint S, a limited company, complains that Cumberland Building Society (CBS) won’t refund them for transactions they say they didn’t authorise. They’d like the funds returned to them. What happened The background to this complaint is well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-5034882
13 Jan 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5034882 The complaint Mrs N has complained, through her representative, that Legal and General Assurance Society Limited (‘L&G’) undertook insufficient due diligence when transferring her personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in January 20... (5 pages)View decision -
Decision Reference DRN-5220246
13 Jan 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5220246 The complaint E, a limited company, complains about poor service when it applied to The Mortgage Works (UK) Plc for a buy to let mortgage. E is represented by its director, who I’ll refer to as Mr S. Mr S asks that TMW pays compensation, admits and apologises for its errors ... (3 pages)View decision -
Decision Reference DRN-5236126
13 Jan 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5236126 The complaint Mr D is unhappy with the amended monthly rental price quoted for the car supplied to him under a hire agreement with Mitsubishi HC Capital UK Plc, trading as Novuna Vehicle Solutions, (“MHC”). What happened In July 2023, Mr D entered into a hire agreement with ... (4 pages)View decision -
Decision Reference DRN-5258267
13 Jan 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5258267 The complaint Mr B complains that Wise Payments Limited won’t refund several payments he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. Mr B complains that the following payments were made to a... (4 pages)View decision -
Decision Reference DRN-5222823
13 Jan 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5222823 The complaint Mr and Mrs W were unhappy with how the outcome of their claim was communicated to them by Accredited Insurance (Europe) Ltd (“AI”) under their home insurance policy. They don’t understand why they weren’t paid out under their home emergency cover. What happened... (3 pages)View decision -
Decision Reference DRN-5221007
13 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5221007 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the money he lost when he fell victim to a scam. What happened Mr L says that in February 2023 he saw an advertisement for a car on an online marketplace. There were pictures of the interior and ext... (4 pages)View decision -
Decision Reference DRN-5220868
13 Jan 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5220868 The complaint Ms J complains that Accredited Insurance (Europe) Limited (Accredited Insurance) unfairly avoided her motor insurance policy (treated it like it never existed) and refused to pay her claim. What happened Ms J took out a motor insurance policy with Accredited I... (3 pages)View decision -
Decision Reference DRN-5214451
13 Jan 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5214451 The complaint Mr D is unhappy with the service provided by FirstRand Bank Limited trading as MotoNovo Finance (“MotoNovo”) when he tried to terminate his finance agreement. When I refer to what Mr D has said and what MotoNovo has said, it should also be taken to include thi... (3 pages)View decision
