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 121876 results
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Decision Reference DRN-4263518
16 Jan 2024 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4263518 The complaint Miss G brought a complaint to this service when she didn’t obtain satisfaction from Scottish Friendly Assurance Society Limited after she became concerned that unexpected deductions were being made from her investment. To put things right, Miss G wants Scottish Fr... (4 pages)View decision -
Decision Reference DRN-4533919
16 Jan 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4533919 The complaint Mr and Mrs D complain about how Astrenska Insurance Limited dealt with a claim against their travel insurance policy. Reference to Astrenska includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them aga... (2 pages)View decision -
Decision Reference DRN-4352540
16 Jan 2024 more 2 life Ltd UpheldMortgagesDRN-4352540 The complaint Mr and Mrs M complain that delays by more 2 life Limited trading as Standard Life Home Finance (SLHF) resulted in them not being able to complete on the lifetime mortgage they’d applied for. What happened Mr and Mrs M applied for a lifetime mortgage – a form of eq... (3 pages)View decision -
Decision Reference DRN-4558951
16 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4558951 The complaint Mr N complains that Lloyds Bank PLC (‘Lloyds’) won’t refund him the money he lost when he fell victim to a scam and with the service he received. What happened Mr N wanted to have his loft converted and looked on a site that helps customers find local professional... (3 pages)View decision -
Decision Reference DRN-4495316
16 Jan 2024 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-4495316 The complaint Mr S has complained about the way Berkshire Hathaway International Insurance Ltd (BHIIL) handled his claim under his Motor Trade Insurance policy following the theft of a vehicle insured under it. BHIIL is the underwriter (insurer) of this policy. Much of this com... (2 pages)View decision -
Decision Reference DRN-4468422
16 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4468422 The complaint Mr and Mrs S complain Admiral Insurance (Gibraltar) Limited failed to deal with their subsidence claim appropriately. Admiral has used contractors for the claim. In places, for simplicity, I’ve referred to the actions of the contractors as being those of Admiral. ... (3 pages)View decision -
Decision Reference DRN-4541542
16 Jan 2024 Nationwide Building Society UpheldConsumer CreditDRN-4541542 The complaint Mr S and Ms S complain that Nationwide Building Society was irresponsible to lend to them. What happened Mr S and Ms S were approved for the following loan from Nationwide in March 2021: Loan Date Amount Term Repayment Due 1 4 Mar 2021 £10,000 84m £180.46 4 Mar 20... (3 pages)View decision -
Decision Reference DRN-4542143
16 Jan 2024 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-4542143 The complaint The estate of Mrs B complains about poor service from Co-op Funeral Plans Limited after Mrs B died and her family sought to arrange her funeral. The estate is represented by Mrs B’s daughter, Miss B. What happened In brief summary, Mrs B had a pre-paid funeral pl... (3 pages)View decision -
Decision Reference DRN-4414494
16 Jan 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4414494 The complaint Mrs F complains that a car acquired with finance from Blue Motor Finance Ltd (“BMF”) wasn’t of satisfactory quality. What happened In May 2022 Mrs F was supplied with a car and entered into a hire purchase agreement with BMF. The cash price of the car was £19,500.... (4 pages)View decision -
Decision Reference DRN-4321568
16 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4321568 The complaint Mr W complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The background of t... (4 pages)View decision
