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-5110841
26 Nov 2024 Belmont Green Finance Limited Not upheldMortgagesDRN-5110841 The complaint Mr G’s complaint arises out of a buy-to-let (BTL) mortgage with Belmont Green Finance Limited trading as Vida Homeloans (and referred to here as Vida). Mr G is unhappy about the following matters: Vida failed to update his correspondence address, as a result... (4 pages)View decision -
Decision Reference DRN-5166102
26 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5166102 The complaint Mr and Mrs C complain that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on their landlord’s insurance policy and said the policy was void. What happened Mr and Mrs C own a property which was let to a tenant. They had insurance for the pro... (5 pages)View decision -
Decision Reference DRN-5101490
26 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5101490 The complaint Mr O complains that Barclays Bank UK PLC made a negligent mistake in linking his profile with his brother’s on a new account that didn’t involve him. He said this led to problems and uncertainties and stress in his purchasing of a property and with his credit s... (4 pages)View decision -
Decision Reference DRN-5140404
26 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5140404 The complaint Mr W complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. ... (6 pages)View decision -
Decision Reference DRN-5127206
26 Nov 2024 Topaz Finance Limited Not upheldMortgagesDRN-5127206 The complaint Mrs J complains that Topaz Finance Limited trading as Hyalite Mortgages has not treated her fairly. She said that it has unfairly increased the interest rate on her mortgage. As a result that has caused her financial difficulty. Mrs J considers that Hyalite has... (3 pages)View decision -
Decision Reference DRN-5063843
26 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5063843 The complaint Mrs C and Mr G’s complaint is about a mortgage account with Bank of Scotland plc trading as Intelligent Finance (and referred to here as IF). Mrs C and Mr G are unhappy that IF has closed the current account that they used to offset their mortgage interest. To... (3 pages)View decision -
Decision Reference DRN-4965927
26 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4965927 The complaint Miss A complains that following a claim made on her motor insurance policy Admiral Insurance (Gibraltar) Limited declared her car to be a total loss without physically inspecting it. She wants a refund of the premium she paid for two months when she couldn’t us... (3 pages)View decision -
Decision Reference DRN-5051043
26 Nov 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5051043 The complaint The estate of Mr S is unhappy with how Clydesdale Bank Plc trading as Virgin Money (VM) handled matters after it had been informed of Mr S’s passing. What happened Mr S held a mortgage with VM. Mr S’s son notified VM of Mr S’s passing and says he was told in br... (3 pages)View decision -
Decision Reference DRN-5170382
26 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5170382 The complaint Ms N complains that Accredited Insurance (Europe) Limited have declined her claim for loss of the stone from her engagement ring. What happened Ms N holds a buildings and contents insurance policy with Accredited, under which she had her diamond engagement rin... (3 pages)View decision -
Decision Reference DRN-4879196
26 Nov 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4879196 The complaint Mr B complains that The Prudential Assurance Company Limited unfairly reduced the maturity value of his with profits plan. What happened Mr B had a with profits plan that was due to mature in May 2023. In March 2023, he initially received a figure, online, that... (4 pages)View decision
