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 119791 results
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Decision Reference DRN-4414075
6 Nov 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4414075 The complaint Mrs M complains about Lloyds Bank General Insurance Limited’s handling of claims made under her home insurance policy. What happened Mrs M has an insurance policy underwritten by Lloyds which covers her home’s buildings, amongst other things. She made potentially ... (9 pages)View decision -
Decision Reference DRN-4428387
6 Nov 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4428387 The complaint Mr K and Mrs K complain that Red Sands Insurance Company (Europe) reduced the settlement for a claim they made under their home insurance policy. Reference to Red Sands includes agents and representatives. And, for simplicity, I’ll refer to Mrs K as the lead polic... (4 pages)View decision -
Decision Reference DRN-4034165
6 Nov 2023 National Westminster Bank Plc UpheldMortgagesDRN-4034165 The complaint Mr and Mrs H complain that National Westminster Bank Plc advised them not to take out a new interest rate on their mortgage to avoid paying an early repayment charge (ERC). By the time they did take a new rate, interest rates had increased and they complain that t... (11 pages)View decision -
Decision Reference DRN-4141343
6 Nov 2023 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-4141343 The complaint Mr H complains about the time it took to reverse the process of tendering his shares so that he could sell them on the open market. He says that he wouldn’t have tendered his shares if Hargreaves Lansdown Asset Management Limited (Hargreaves) had explained to him ... (6 pages)View decision -
Decision Reference DRN-4438465
6 Nov 2023 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-4438465 The complaint Mr and Mrs S’ complaint is about a claim they made on their Financial & Legal Insurance Company Ltd (‘F&L’) legal expenses insurance policy. Mr and Mrs S say F&L treated them unfairly. All references to F&L include their claims handlers. What happe... (3 pages)View decision -
Decision Reference DRN-4438649
6 Nov 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4438649 The complaint Ms D complains that Scottish Widows Limited (SW) provided her with a poor service for her pension plans held with them. Amongst other things, she said that SW had failed to take and invest the correct pension contributions from her employer. What happened Ms D had... (13 pages)View decision -
Decision Reference DRN-4438510
6 Nov 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4438510 The complaint Mr S complains that The Prudential Insurance Company Limited (Prudential)) will not allow him to take income drawdown from his pension plan without him using a financial advisor. And that Prudential did not tell him about this requirement before he wished to take ... (4 pages)View decision -
Decision Reference DRN-4102964
6 Nov 2023 Topaz Finance Limited UpheldMortgagesDRN-4102964 The complaint Mr and Mrs B have complained about a mortgage they hold with Topaz Finance Limited trading as Melanite Mortgages. Their complaint can be summarised into the following points: The information Melanite reported to the credit reference agencies about the status of t... (12 pages)View decision -
Decision Reference DRN-4439000
6 Nov 2023 Marshmallow Insurance Limited UpheldInsuranceDRN-4439000 The complaint Mr L has complained that Marshmallow Insurance Limited unfairly and unreasonably cancelled his motor policy as if it never existed. It retained the premium payment for misrepresentation following a claim made after an accident, where the car was deemed a total los... (3 pages)View decision -
Decision Reference DRN-4281261
6 Nov 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4281261 The complaint Mr O complains Advanced Payment Solutions Limited trading as Cashplus Bank (Cashplus) failed to provide him with a working debit card on his bank account. What happened Mr O says his debit card with Cashplus hasn’t worked properly since February 2023 and despite h... (2 pages)View decision
