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 130332 results
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Decision Reference DRN-4951162
3 Sep 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4951162 The complaint Mr C is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined a claim made on a group income protection insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (3 pages)View decision -
Decision Reference DRN-4885338
3 Sep 2024 Black Horse Limited UpheldConsumer CreditDRN-4885338 The complaint Mr M, who is represented in this complaint by his father, complains that Black Horse Limited (‘Black Horse’) approved a hire purchase agreement irresponsibly. What happened In August 2022, Mr M acquired a used car financed by a hire purchase agreement from Bla... (4 pages)View decision -
Decision Reference DRN-4922115
3 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4922115 The complaint Miss M complains that Bank of Scotland plc trading as Halifax sent her an email inviting her to claim a current switching incentive but when the switch completed Miss M was told she wasn’t eligible. What happened In March 2024, Miss M received an email from Hal... (2 pages)View decision -
Decision Reference DRN-4999319
3 Sep 2024 Topaz Finance Limited UpheldMortgagesDRN-4999319 The complaint Mr L complains that Topaz Finance Limited incorrectly told him that he was not allowed to let his buy-to-let property as the term had ended. What happened Mr L had a buy-to-let mortgage with Topaz. The term ended in 2022 and Mr L planned to sell the property t... (3 pages)View decision -
Decision Reference DRN-4976403
3 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4976403 The complaint Mr H has complained that HSBC UK Bank Plc “HSBC” has failed to make a reasonable adjustment for his circumstances. What happened Mr H says that following the closure of local HSBC branches, he has found it difficult to contact HSBC regarding his credit card acc... (4 pages)View decision -
Decision Reference DRN-5000438
3 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5000438 The complaint Mr T has complained about Creation Consumer Finance Ltd’s (“Creation”) response to a claim he made under the Consumer Credit Act 1974 (the “CCA”) and his request for money back. What happened In October 2014, Mr T bought a solar panel system (‘the system’) for... (5 pages)View decision -
Decision Reference DRN-5000740
3 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5000740 The complaint Mr H opened a self-invested personal pension (“SIPP”) with Carey Pensions UK LLP now Options UK Personal Pensions LLP (“Options”). Mr H switched his existing personal pension to the SIPP but then switched to another SIPP operator soon after. Mr H’s complaint is... (16 pages)View decision -
Decision Reference DRN-4934898
3 Sep 2024 Countrywide Assured Plc UpheldInvestmentsDRN-4934898 The complaint Mr K’s complaint is about the administration of a mortgage endowment policy he and an ex-partner took out with Countrywide Assured Plc. He has stated the ownership of the policy was transferred to him when they split up in 1991, but Countrywide didn’t change th... (3 pages)View decision -
Decision Reference DRN-4878350
3 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4878350 The complaint Mr W complains about the price quoted by Liverpool Victoria Insurance Company Limited (“LV”) for a motor insurance policy. What happened Mr W received a quote for a policy which he says was almost double what he’d paid the previous year. Mr W says he queried t... (3 pages)View decision -
Decision Reference DRN-5000669
3 Sep 2024 HSBC UK Bank Plc UpheldMortgagesDRN-5000669 The complaint Mr and Mrs G’s complaint relates to a mortgage application they made to HSBC UK Bank Plc in October 2023. They are unhappy that the application was rejected and they could not port their interest rate product to their new home. What happened In June 2022 Mr and... (5 pages)View decision