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 122183 results
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Decision Reference DRN-4538497
22 Jan 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4538497 The complaint Mr and Mrs G have complained about the way Fairmead Insurance Limited handled a claim they made on their home buildings insurance policy. Mrs G has primarily dealt with things so, for simplicity, I’ll refer to her only. Reference to Fairmead includes its agents an... (5 pages)View decision -
Decision Reference DRN-4293762
22 Jan 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4293762 The complaint Mr K complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk irresponsibly lent to him. What happened MoneyBoat lent Mr K six loans between June 2022 and May 2023, the details of the loans are as follows: Loan number Start date Loan amount (£) T... (3 pages)View decision -
Decision Reference DRN-4526854
22 Jan 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4526854 The complaint Miss K complains that National Savings and Investments (NS&I) won’t allow her to access her premium bonds. What happened Miss K says that she opened premium bonds with NS&I over 15 years ago and she has never heard anything about these. She says NS&I w... (3 pages)View decision -
Decision Reference DRN-4474421
22 Jan 2024 Coutts & Company UpheldMortgagesDRN-4474421 The complaint Mrs B’s complaint is about the length of time taken by Coutts & Company to process her mortgage application. Mrs B says that Coutts repeatedly promised her that it would offer her a mortgage, but then declined to do so. Mrs B would like Coutts to compensate he... (4 pages)View decision -
Decision Reference DRN-4572077
22 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4572077 The complaint Mr P complains Lloyds Bank PLC won’t pay him an incentive for switching his account. What happened Mr P applied for a Lloyds account on 3 November 2022 and asked for a switch to be completed at the same time. Lloyds contacted Mr P on 15 November 2022 to say the sw... (3 pages)View decision -
Decision Reference DRN-4370554
22 Jan 2024 more 2 life Ltd UpheldMortgagesDRN-4370554 The complaint Mr D and Mrs D complain about delays they say were caused by more 2 life Ltd and their solicitors when taking out a lifetime mortgage. They’re unhappy that as a result of the delays, their mortgage offer expired and they ended up having to borrow the funds on a hi... (4 pages)View decision -
Decision Reference DRN-4394707
22 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4394707 The complaint Ms A complains that Bank of Scotland Plc unfairly closed her account without providing an explanation. Ms A says this caused her unnecessary inconvenience and worry for which she should be compensated. What happened Ms A had current account with BOS. She’s explai... (3 pages)View decision -
Decision Reference DRN-4515486
22 Jan 2024 Phoenix Life Limited UpheldInsuranceDRN-4515486 The complaint The estate of Mrs F is unhappy with the way in which Phoenix Life Limited handled claims made on two whole of life insurance policies (‘the policies’) after Mrs F sadly died. Under the terms of the policies, if the policyholder (in this case, Mrs F) died after two... (2 pages)View decision -
Decision Reference DRN-4342415
22 Jan 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4342415 The complaint Mr C has complained that he is unhappy with the quality of a car he acquired in June 2022, using a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”). What happened Mr C acquired a used Suzuki in June 2022, using a hire-purchase agreement with Moto... (4 pages)View decision -
Decision Reference DRN-4243276
21 Jan 2024 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-4243276 The complaint Mr P complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. Acumen Independent Financial Planning Limited is responsible for answering this comp... (4 pages)View decision
