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-4191881
19 Jan 2024 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4191881 The complaint Mr C has complained about the maturity value of his Scottish Friendly Assurance Society Limited (‘Scottish Friendly’) with-profits savings policy. He said he was told just before the policy was due to mature that it would provide £8,128 at maturity. However, when ... (3 pages)View decision -
Decision Reference DRN-4560536
19 Jan 2024 David Stock & Co Limited UpheldPensions and AnnuitiesDRN-4560536 The complaint Mr H complains about the advice given by David Stock & Co Limited (‘DS&C’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the advice was unsuita... (5 pages)View decision -
Decision Reference DRN-4569778
19 Jan 2024 Target Servicing Limited UpheldMortgagesDRN-4569778 The complaint Mr L and Miss L’s complaint is about a ‘Help-to-Buy’ loan they had, and which was administered by Target Servicing Limited. They are unhappy about how Target handled their account when they were trying to pay it off, which caused them stress and anxiety. In additi... (8 pages)View decision -
Decision Reference DRN-4533421
19 Jan 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4533421 The complaint Mr R has complained about Haven Insurance Company Limited’s decision to reject his claim under his car insurance policy. What happened Mr R said his car was stolen in November 2022. His car was involved in a collision on the night he said it was stolen. Haven said... (2 pages)View decision -
Decision Reference DRN-4568060
19 Jan 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4568060 The complaint Mr A complains that Nationwide Building Society (“Nationwide”) unfairly lodged a CIFAS marker against him, withheld legitimate funds, removed other funds that belonged to him and closed his account. What happened Mr A opened a personal account with Nationwide and ... (4 pages)View decision -
Decision Reference DRN-4523420
19 Jan 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4523420 The complaint Ms M complains that Scottish Widows Limited delayed paying her early ill-health pension claim and she incurred costs and suffered distress and inconvenience as a result. What happened Ms M’s complaint was considered by one of our investigators. She sent her assess... (7 pages)View decision -
Decision Reference DRN-4563274
19 Jan 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4563274 The complaint Ms A’s complaint is in relation to a finance arrangement she entered into with Creation Consumer Finance Ltd to fund the purchase and fitting of a built-in wardrobe from a third party “W”. She was unhappy with W’s services, for which Creation carries connected len... (4 pages)View decision -
Decision Reference DRN-4569589
19 Jan 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4569589 The complaint Mr B complains about how The National Farmers’ Union Mutual Insurance Society Limited (NFU) has handled his home insurance claim. He’s also unhappy about conflicting information NFU has provided and the premiums he has been charged. NFU is the underwriter of this ... (7 pages)View decision -
Decision Reference DRN-4569041
19 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4569041 The complaint Miss A has complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home emergency policy. What happened Miss A contacted RSA to send an engineer to fix her boiler. Miss A complained to RSA because she said the engineer misd... (3 pages)View decision -
Decision Reference DRN-4568822
19 Jan 2024 Gain Credit LLC UpheldConsumer CreditDRN-4568822 The complaint Mr F complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr F’s borrowing can be found below. loan number loan amount agreement date repayment ... (5 pages)View decision