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 120163 results
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Decision Reference DRN-4478988
27 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4478988 The complaint Mr B complains One Insurance Limited referred him to an accident management company (‘AMC’) for credit hire and repair when he called to claim on his car insurance policy. Mr B is represented in this matter by his wife, Mrs B. However, for ease, I’ll refer to Mr B... (5 pages)View decision -
Decision Reference DRN-4390329
27 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4390329 The complaint Mr H and Mr W complain about the way AXA Insurance UK Plc dealt with a claim on their commercial property insurance, particularly about delays and poor communication. Where I refer to AXA, this includes its agents and claims handlers acting on its behalf. What hap... (3 pages)View decision -
Decision Reference DRN-4411591
27 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4411591 The complaint Mr G has complained about a mortgage current account (“MCA”) linked to his mortgage he holds with Barclays Bank UK PLC. He says Barclays kept adding interest to the account without notifying him of the increasing balance which denied him the opportunity to do some... (9 pages)View decision -
Decision Reference DRN-4352612
27 Nov 2023 London and Country Mortgages Ltd UpheldMortgagesDRN-4352612 The complaint Miss M’s complaint about London and Country Mortgages Ltd (L&C) relates to the time taken to process and complete her mortgage application and also the service she received. What happened In June 2022, Miss M instructed L&C, a mortgage broker, to advise he... (4 pages)View decision -
Decision Reference DRN-3553706
27 Nov 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3553706 The complaint Mr K complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice was unsuitable for hi... (7 pages)View decision -
Decision Reference DRN-4450942
27 Nov 2023 CASLP Ltd UpheldInsuranceDRN-4450942 The complaint Mr H has complained that he was mis-sold unit linked whole of life policies, by a predecessor scheme of CASLP Ltd. Mr H is being represented with this complaint by a claims management company (CMC). What happened Mr H took out four unit-linked whole-of-life polici... (3 pages)View decision -
Decision Reference DRN-4164858
27 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4164858 The complaint O, a limited company complains that HSBC UK Bank Plc unfairly blocked and closed its account. O also says HSBC delayed releasing its closing balance. O is represented by its director, Mr V. What happened O had an account with HSBC, which was opened in 2017. In Oct... (3 pages)View decision -
Decision Reference DRN-4478891
27 Nov 2023 Aviva Equity Release UK Limited UpheldMortgagesDRN-4478891 The complaint This complaint’s about an equity release mortgage that Mrs and Mr B held until recently with Aviva Equity Release UK Limited. They took it out in 2015, took further advances from time to time, and then applied to “port” – that is, move the debt over to a new mortg... (5 pages)View decision -
Decision Reference DRN-4478817
27 Nov 2023 Skipton Building Society UpheldMortgagesDRN-4478817 The complaint Mr S and Mrs B have complained that Skipton Building Society (SBS) discriminated against Mr S on the grounds of age by refusing him term extension on a buy-to-let (BTL) mortgage that ran beyond his 86 th birthday. To settle the complaint, Mr S and Mrs B want SBS t... (4 pages)View decision -
Decision Reference DRN-4475245
27 Nov 2023 Next Retail Limited UpheldConsumer CreditDRN-4475245 The complaint and what happened In January 2002 Next approved a catalogue shopping account for Mrs M. Over the years, the credit limit on the account has fluctuated, some of the detail of which I will set out in the following section of this decision. It would appear that the a... (3 pages)View decision
