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 361839 results
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Decision Reference DRN-4929610
27 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4929610 The complaint Miss W complains that Advantage Insurance Company Limited unfairly declined her motor insurance claim. What happened Miss W was involved in a car accident in December 2023. She was driving down a road at night when she turned on her car’s climate control syste... (6 pages)View decision -
Decision Reference DRN-4764216
27 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4764216 The complaint Mr D complains that Bank of Scotland plc declined his claim for a refund when goods and services he paid for with his debit card were not as described. What happened Mr D booked holiday accommodation for 14 guests though a provider, which I’ll refer to as “H”. ... (2 pages)View decision -
Decision Reference DRN-5082280
27 Nov 2024 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5082280 The complaint Mr R’s complained – in his capacity as executor of his late mother, Mrs R’s estate – that Co-op Funeral Plans Limited failed to provide Mrs R’s funeral in line with the pre-paid funeral plan she’d bought. What happened Mrs R bought a pre-paid funeral plan from ... (3 pages)View decision -
Decision Reference DRN-5016998
27 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5016998 The complaint Mr K and Miss C’s complaint is about a mortgage they have with Bank of Scotland plc trading as Halifax. Due to changes in their financial circumstances they want to convert their mortgage to an interest-only basis, but Halifax will not agree to them doing so. ... (3 pages)View decision -
Decision Reference DRN-5173774
27 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5173774 The complaint Mr R has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to a task-based employment scam. What happened Mr R has used a professional representative to refer his complaint to this service. For the purposes of my decision... (5 pages)View decision -
Decision Reference DRN-5109201
27 Nov 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5109201 The complaint Mr and Mrs F’s complaint is about their offset mortgage with Barclays Bank UK PLC, which they took out in 2011. They believe that as Barclays has taken payments that have reduced the balance on the interest-only mortgage, the mortgage was mis-sold. This is beca... (3 pages)View decision -
Decision Reference DRN-5049685
27 Nov 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5049685 The complaint Mr and Mrs W complain that Zurich Insurance Company Ltd (“Zurich”) declined their claim for a storm damaged garden wall, under their home buildings insurance policy. I’ll refer to Mrs W for ease in my decision. What happened On 9 December 2023 a wall that forme... (3 pages)View decision -
Decision Reference DRN-5171942
27 Nov 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5171942 The complaint Mr H has complained that Scottish Equitable Plc trading as Aegon gave him wrong information about how his pension plan would be invested after he’d reached his nominated retirement age. Mr H claims that he’s suffered a financial loss as a result. What happened... (10 pages)View decision -
Decision Reference DRN-5100090
27 Nov 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-5100090 The complaint Mr A complains that J D Williams & Company Limited trading as Fashion World (‘FW’) unfairly calculated his minimum payments on his revolving retail credit account. He’s concerned about how this might detrimentally affect him, as well as FW’s other customers... (3 pages)View decision -
Decision Reference DRN-4960237
27 Nov 2024 Pepper (UK) Limited Not upheldMortgagesDRN-4960237 The complaint Mr and Mrs M are unhappy that Pepper (UK) Limited will not offer them a new fixed interest rate product on their mortgage when the existing one ends in December 2024. What happened Mr and Mrs M took out their mortgage in 2006 on an interest-only basis over a te... (2 pages)View decision
