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 121479 results
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Decision Reference DRN-4374175
10 Oct 2023 Blemain Finance Limited UpheldMortgagesDRN-4374175 The complaint Mrs O complains about her second charge mortgage (secured loan) with Blemain Finance Limited trading as Together. She’s unhappy that she still owes more than she borrowed and that the loan is not on track to be repaid by the end of the term. What happened Mrs O to... (3 pages)View decision -
Decision Reference DRN-4252777
10 Oct 2023 Marshmallow Insurance Limited UpheldInsuranceDRN-4252777 The complaint Mr M complains Marshmallow Insurance Limited handled his motor insurance claim poorly. Marshmallow’s been represented by agents during the claim. For simplicity I’ve referred to the agents’ actions as being those of Marshmallow. What happened In October 2022 Mr M’... (2 pages)View decision -
Decision Reference DRN-4337046
10 Oct 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4337046 The complaint Mr G complains that Loans 2 Go Limited (“L2G”) lent him a loan when it shouldn’t have. Mr G says he didn’t understand the product he was being lent. To put things right, Mr G wants the loan written off or at least the interest and charges removed. What happened L2... (2 pages)View decision -
Decision Reference DRN-4384894
10 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4384894 The complaint Mr and Mrs G complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim they made under their home insurance policy for a drain problem. Reference to RSA includes its agents and representatives. Mr G has primarily dealt with thing... (6 pages)View decision -
Decision Reference DRN-4391777
10 Oct 2023 Retail Merchant Services Limited UpheldBanking and PaymentsDRN-4391777 The complaint A partnership which I’ll call ‘S’ complains that Retail Merchant Services Limited (‘RMS’) breached its agreement by increasing the card transactions fees they were charged. The complaint is brought on S’s behalf by one of the partners, Mr P. What happened Mr P tol... (3 pages)View decision -
Decision Reference DRN-4389241
10 Oct 2023 Lloyds Bank PLC UpheldMortgagesDRN-4389241 The complaint Mr B and Mrs L complain that Lloyds Bank PLC agreed to let them port Mr B’s existing lending, and add Mrs L, to buy a new home, but at the last minute Lloyds said no, because of the property type. Mr B and Mrs L said Lloyds had known about that for some time. What... (5 pages)View decision -
Decision Reference DRN-3835170
10 Oct 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3835170 The complaint Mr H complains about the suitability of the advice provided by Inspirational Financial Management Ltd (“IFM”) in September 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). What ... (8 pages)View decision -
Decision Reference DRN-4390623
10 Oct 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4390623 The complaint Miss A complains that Santander UK Plc isn’t providing her with the support she needs given her disability. What happened Miss A has explained that she suffers from long Covid and struggles to remember her PIN for her card. This has meant she has needed to request... (4 pages)View decision -
Decision Reference DRN-4389573
10 Oct 2023 Bank of Scotland Plc UpheldMortgagesDRN-4389573 The complaint Miss A said that Bank of Scotland plc trading as Halifax failed to remove a mistaken hard search from her credit file. And she said Halifax wrongly linked her complaint about this to her former partner, writing to them together, which caused her distress. What hap... (3 pages)View decision -
Decision Reference DRN-4391543
10 Oct 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4391543 The complaint Mr and Mrs C are unhappy Great Lakes Insurance SE declined a claim they made under their travel insurance policy. In addition to this, Mr and Mrs C are dissatisfied with the time Great Lakes took to progress their claim. What happened Mr and Mrs C purchased a sing... (4 pages)View decision
