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 121115 results
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Decision Reference DRN-4587142
29 Jan 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4587142 The complaint Mr P complains about Mulsanne Insurance Company Limited’s (Mulsanne) refusal to indemnify him for losses he incurred when driving his father’s car, under his motor insurance policy. All references to Mulsanne include its agents. What happened Mr P was driving his ... (3 pages)View decision -
Decision Reference DRN-4573761
29 Jan 2024 Pepper (UK) Limited UpheldMortgagesDRN-4573761 The complaint Mr and Mrs M’s complaint is about their mortgage account with Pepper (UK) Limited trading as Engage Credit and referred to here as Engage. Mrs M has dealt with the complaint throughout on behalf of herself and Mr M. On 10 January 2024 I issued a jurisdiction decis... (5 pages)View decision -
Decision Reference DRN-4534092
29 Jan 2024 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-4534092 The complaint Mr S complains that Lighthouse Advisory Services Limited (‘Lighthouse’) gave him unsuitable advice to transfer the benefits from his defined benefit (DB) occupational pension scheme to a personal pension but has not provided appropriate redress. Professional repre... (6 pages)View decision -
Decision Reference DRN-4583106
29 Jan 2024 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4583106 The complaint Mr H complains that Fund Ourselves Limited trading as Fund Ourselves irresponsibly granted him access to unsecured loans. What happened I issued a provisional decision on this complaint where I set out the background to this complaint. For completeness, I’ve copie... (3 pages)View decision -
Decision Reference DRN-4393709
29 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4393709 The complaint Mr T complains that National Westminster Bank Plc hasn’t provided him with the service it should have. What happened Mr T moved away from the UK and kept his NatWest bank account. He says his preferences were set to receive correspondence by post and that the post... (3 pages)View decision -
Decision Reference DRN-4543714
29 Jan 2024 Covea Insurance plc UpheldInsuranceDRN-4543714 The complaint Miss R complains Covea Insurance plc (Covea) did not handle or settle her claim on her motor insurance policy fairly. Covea are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Covea have accepte... (3 pages)View decision -
Decision Reference DRN-4430927
29 Jan 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4430927 The complaint Ms H complains that Vanquis Bank Limited (“Vanquis”) reported a “Q” marker to the credit reference agencies when she raised a dispute about a transaction she didn’t recognise. The dispute was resolved in Ms H’s favour, but the Q marker is still showing on her cred... (2 pages)View decision -
Decision Reference DRN-4280119
29 Jan 2024 Pepper (UK) Limited UpheldMortgagesDRN-4280119 The complaint Mr E complains that Pepper (UK) Limited trading as Pepper Money told him his mortgage had been permanently converted to interest only terms, but then went back on that. What happened Mr E has a mortgage with Pepper Money. In 2018 he borrowed around £274,000 on rep... (8 pages)View decision -
Decision Reference DRN-4528172
29 Jan 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4528172 The complaint Mr O complains about the service he received from Revolut Ltd (“Revolut”) in relation to outbound transfers made from his account – in particular he is unhappy about the provision of incorrect information by its support staff and the inadequate investigation and h... (7 pages)View decision -
Decision Reference DRN-4570159
29 Jan 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4570159 The complaint Mr F complains about mistakes made by Phoenix Life Limited (Phoenix) in relation to the transfer of his pension What happened Mr F said that when he transferred his four pensions, Phoenix applied a market value reduction (MVR) of around £17,000. It later agreed it... (4 pages)View decision
