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-5051069
18 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5051069 The complaint Mr M has complained about the transfer of his personal pension policies from The Royal London Mutual Insurance Society Limited (“Royal London”) to a small self-administered scheme (“SSAS”) in 2013. Mr M’s transfer proceeds were invested in The Resort Group (“TR... (10 pages)View decision -
Decision Reference DRN-5028979
18 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5028979 The complaint Miss J has complained Wise Payments Limited did nothing to stop payments she made which turned out to be part of an employment scam. What happened In 2023 Miss J became aware of potential job opportunities through social media and got in touch with the company ... (3 pages)View decision -
Decision Reference DRN-4903788
18 Nov 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4903788 The complaint Mr J2, Mrs J1 and Mrs J2 (on behalf of the J trust) are unhappy with the service received from Legal and General Assurance Society Limited (‘L&G’) when declining a claim under a term assurance policy (‘the policy’) after the policyholder (Mr J1) died. What... (2 pages)View decision -
Decision Reference DRN-4895816
18 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4895816 The complaint Mr T complains that HSBC UK Bank Plc returned his funds to source. He’d like the funds repaid to him and compensation for the impact. What happened In July 2023 a payment of £27,708.90 was transferred into Mr T’s account. HSBC restricted the payment. Mr T expla... (3 pages)View decision -
Decision Reference DRN-5108972
18 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5108972 The complaint Mrs C complains about the quality of flooring that was provided by British Gas Insurance Limited (BGI) following a claim made as a result of an escape of water. What happened Mrs C held a HomeCare cover policy with BGI. She made a claim under the policy for as... (5 pages)View decision -
Decision Reference DRN-5066640
18 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5066640 The complaint Miss H complains about how her insurer, Admiral Insurance (Gibraltar) Limited valued her vehicle as a total loss following an accident. Any reference to Admiral in this decision includes their agents. What happened Miss H was involved in an accident in July 2... (4 pages)View decision -
Decision Reference DRN-4530152
18 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4530152 The complaint Mr G complains that Nationwide Building Society (NWide) won’t refund money he paid for a property purchase in Spain. What happened What Mr G says: Mr G says he was visiting Spain with friends in 2020 and decided to buy a property there. He was introduced to a l... (3 pages)View decision -
Decision Reference DRN-5148222
18 Nov 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5148222 The complaint Mr and Mrs C complain about the way Kensington Mortgage Company Limited trading as Acenden have dealt with their mortgage. They have complained about the following: Acenden have applied insurance premium fees to their mortgage account; Unfair charges have b... (4 pages)View decision -
Decision Reference DRN-5153165
18 Nov 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5153165 The complaint Mrs D and the estate of Mr D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mrs D and Mr D purchased membership of a timeshare (th... (10 pages)View decision -
Decision Reference DRN-5051133
18 Nov 2024 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5051133 The complaint Mr M complains that an early settlement payment required on a hire purchase agreement provided to him by Toyota Financial Services (UK) PLC (“Toyota FS”) was incorrect. What happened In September 2019, Mr M was supplied with a new car through a hire purchase ag... (3 pages)View decision
