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 125400 results
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Decision Reference DRN-4613393
13 Feb 2024 Accord Mortgages Limited UpheldMortgagesDRN-4613393 The complaint Mr and Mrs L complain that they weren’t able to properly consider the mortgage offer made by Accord Mortgages Limited, before agreeing to it. They say that the only fair thing to do was to let them change their mind, some weeks later, when a better deal was availa... (4 pages)View decision -
Decision Reference DRN-4618746
13 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4618746 The complaint Mr S complains about esure Insurance Limited’s (Esure) handling and settlement of a claim made under his car insurance policy. What happened Mr S has a car insurance policy underwritten by Esure. In September 2022 Mr S was involved in an accident so he made a clai... (3 pages)View decision -
Decision Reference DRN-4529983
13 Feb 2024 Friends Advisers Ltd UpheldMortgagesDRN-4529983 The complaint Mrs and Mr H are unhappy that Friends Advisers Ltd (FAL) applied for a mortgage with a longer term than they had requested. What happened Mrs and Mr H first contacted FAL (a mortgage broker) about mortgage advice in 2020. Due to a change in their circumstances, Mr... (3 pages)View decision -
Decision Reference DRN-4607759
13 Feb 2024 First Complete Ltd UpheldMortgagesDRN-4607759 The complaint Mr G and Mrs T complain that they had understood the mortgage deal they took out through First Complete Ltd trading as PRIMIS Mortgage Network could be cancelled if rates dropped before it came into effect. But rates did drop, and they weren’t then able to cancel.... (7 pages)View decision -
Decision Reference DRN-4384099
13 Feb 2024 Santander UK Plc UpheldMortgagesDRN-4384099 The complaint Mr F’s complaint is that Santander UK Plc put pressure on him to pay off his interest-only mortgage. Mr F believed Santander had granted a term extension in 2019 to run until his 70 th birthday (so until 2025). Mr F said that, in order to repay his mortgage, he ha... (5 pages)View decision -
Decision Reference DRN-4534493
13 Feb 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4534493 The complaint Mr W complains that Legal and General Assurance Society Limited (L&G) has terminated benefit for an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve si... (9 pages)View decision -
Decision Reference DRN-4516624
13 Feb 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4516624 The complaint Miss L complains about how Skyfire Insurance Company Limited (“Skyfire”) handled a claim under her motor insurance policy. What happened Miss L had a motor insurance policy with Skyfire covering her car. In July 2023 she was involved in a multi-vehicle collision c... (2 pages)View decision -
Decision Reference DRN-4446582
13 Feb 2024 Citibank UK Limited UpheldInvestmentsDRN-4446582 The complaint Mr d complains that Citibank UK Limited (‘Citi’) delayed payments from his investments into his account. He wants Citi to improve its systems and processes and pay him compensation, including a proportion of the money he was temporarily deprived of. What happened ... (3 pages)View decision -
Decision Reference DRN-4617998
13 Feb 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4617998 The complaint Miss T is unhappy that National Westminster Bank Plc (“NatWest”) consider her to have an outstanding balance which she feels she’s repaid and didn’t provide accurate statements to her about her outstanding balance. What happened Miss T had several accounts with Na... (4 pages)View decision -
Decision Reference DRN-4591745
13 Feb 2024 Target Servicing Limited UpheldMortgagesDRN-4591745 The complaint Miss W complains about delays caused by Target Servicing Limited (Target) when she tried to remove her ex-partner from their joint mortgage. What happened Miss W and her ex-partner had a joint mortgage. They bought their property using a government backed “Help to... (3 pages)View decision
