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
-
Decision Reference DRN-4416031
5 Feb 2024 TSB Bank plc UpheldMortgagesDRN-4416031 The complaint Ms B complains that she received a letter from TSB Bank plc trading as Whistletree (“TSB”) about a shortfall on a mortgage she’d had with another lender. What happened Ms B had a mortgage with a lender I’ll refer to as “N”. She redeemed the mortgage in 2013. TSB b... (2 pages)View decision -
Decision Reference DRN-4574634
5 Feb 2024 Zurich Insurance PLC UpheldInsuranceDRN-4574634 The complaint Mr O and Mrs S are unhappy that Zurich Insurance Plc only paid part of a claim made under their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so ... (2 pages)View decision -
Decision Reference DRN-4595620
5 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4595620 The complaint Mr and Mrs J complain that Lloyds Bank PLC delayed making a CHAPS payment, and about the impact this had on them. What happened Mr and Mrs J’s mortgage was approaching the end of its fixed-rate period, and so, to avoid paying a higher rate of interest, they intend... (4 pages)View decision -
Decision Reference DRN-4334965
5 Feb 2024 Firstplus Financial Group Plc UpheldMortgagesDRN-4334965 The complaint Mr A and Mrs R have complained about a secured loan they took out with Firstplus Financial Group Plc in 2006. They’re unhappy about the level of interest paid on this variable rate loan, saying the interest rate applied has been extortionate and they’ve been overc... (6 pages)View decision -
Decision Reference DRN-4008788
5 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4008788 The complaint Miss W complains that Lloyds Bank PLC hasn’t refunded her the money she lost as the result of a scam. What happened Miss W was the victim of a scam when she was tricked into taking out a Lloyds personal loan and then making a Faster Payment transfer for £22,500 fr... (6 pages)View decision -
Decision Reference DRN-4229135
5 Feb 2024 FACET INVESTMENT MANAGEMENT LTD UpheldInvestmentsDRN-4229135 The complaint Mr M says FACET INVESTMTENT MANAGEMENT LTD (‘FACET’) mismanaged his pension portfolio, causing a 39.5% (£87,230) loss between September 2019 and March 2022 (‘the period’). FACET disputes the complaint. What happened Mr M’s case is about the pension portfolio in hi... (8 pages)View decision -
Decision Reference DRN-4406820
5 Feb 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4406820 The complaint This complaint’s about a term extension that Mr T applied for on the buy-to-let (BTL) mortgage he holds with The Mortgage Works (UK) Plc (TMW). Mr T is unhappy at how long TMW took to consider the application, which was eventually turned down. He’s told us that if... (3 pages)View decision -
Decision Reference DRN-4599464
5 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4599464 The complaint Mr R is unhappy with Ageas Insurance Limited’s handling and settlement of a claim he made for repairs to damaged underground drainage pipes at his property. What happened Mr R reported issues with his below ground drainage to Ageas – his home insurance provider. H... (5 pages)View decision -
Decision Reference DRN-4207457
5 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4207457 The complaint Mr and Mrs R complain about the settlement offered by Ageas Insurance Limited after they made a claim under their buildings insurance policy. Any reference to Ageas includes the actions of its agents. What happened Mr and Mrs R hold buildings insurance cover with ... (3 pages)View decision -
Decision Reference DRN-4539784
5 Feb 2024 Inclusive Finance Limited UpheldConsumer CreditDRN-4539784 The complaint Mr G complains that Inclusive Finance Limited trading as Creditspring (“Creditspring”) is holding him liable for the debt on two loans which he says he neither applied for nor knew about. What happened The background to this complaint is well known to both parties... (2 pages)View decision
