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 121262 results
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Decision Reference DRN-4234794
30 Oct 2023 Target Servicing Limited UpheldMortgagesDRN-4234794 The complaint Mr J complains that Target Servicing Limited failed to provide the redemption statement for his mortgage in a timely manner and he’s lost out as a result. What happened On 28 July 2022, Mr J emailed Target to request a final redemption statement for his Help to Bu... (3 pages)View decision -
Decision Reference DRN-3882072
30 Oct 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-3882072 The complaint Mr B complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. Lighthouse Advisory Services Limited is responsible for answering this complaint and so to ke... (11 pages)View decision -
Decision Reference DRN-4321734
30 Oct 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4321734 The complaint Mrs B complains Accredited Insurance (Europe) Ltd (Accredited Insurance) caused delays affecting completion of the repairs to her car after she made a claim on her motor insurance policy. Accredited Insurance are the underwriters of this policy i.e. the insurer. P... (3 pages)View decision -
Decision Reference DRN-4164789
30 Oct 2023 Gresham Insurance Company Limited UpheldInsuranceDRN-4164789 The complaint Mrs L complains about the level of service received from Gresham Insurance Company Limited following a claim for a leaking underground pipe under a buildings insurance policy. Reference to Gresham include their agents. What happened Details of the claim are known ... (2 pages)View decision -
Decision Reference DRN-4425796
30 Oct 2023 Close Brothers Limited UpheldConsumer CreditDRN-4425796 The complaint Miss B complains about a used car she acquired through a conditional sale agreement with Close Brothers Limited. Miss B says that immediately after acquiring the car she reported problems with it to the supplying dealership and sought to reject the car. Miss B say... (4 pages)View decision -
Decision Reference DRN-4398800
30 Oct 2023 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4398800 The complaint Mr B, Mr V and Ms C as trustees of the J V Discretionary Will Trust, represented by Mr B are complaining that Aviva Life and Pensions UK Limited wouldn’t provide them with information about the value of an investment bond. What happened In early 2022, the trust he... (5 pages)View decision -
Decision Reference DRN-4421016
30 Oct 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4421016 Complaint Mr H has complained that Nationwide Building Society (“Nationwide”) irresponsibly provided him with an overdraft which it continued applying charges on even when he was in financial difficulty. Background Nationwide initially provided Mr H with an overdraft that had a... (10 pages)View decision -
Decision Reference DRN-4387402
30 Oct 2023 Automobile Association Insurance Services Limited UpheldInsuranceDRN-4387402 The complaint Mr J has complained that Automobile Association Insurance Services Limited unreasonably refused to let him transfer his specific roadside assistance policy attached to a specific make of vehicles to his new car of the same make. What happened When Mr J bought his ... (3 pages)View decision -
Decision Reference DRN-4404909
30 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4404909 The complaint Ms P complains that Barclays Bank UK PLC closed her savings account without telling her and this meant she was unable to access her savings when she needed to pay some bills. What happened When Ms P called Barclays in early February 2023, she said she hadn’t recei... (3 pages)View decision -
Decision Reference DRN-4426804
30 Oct 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4426804 The complaint Mr S has complained that Bank of Scotland plc trading as Halifax Building Society (“Halifax”) hasn’t properly dealt with his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr S was quoted for solar panels and a battery (the system... (9 pages)View decision
