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 121876 results
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Decision Reference DRN-4261032
24 Jul 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4261032 The complaint Mrs M complains that Fortegra Europe Insurance Company Ltd declined her claim for damage to her sofa. They said it wasn’t caused by a single incident of accidental damage but had built up over time. She believes the sofa is faulty and wants them to deal with her c... (3 pages)View decision -
Decision Reference DRN-4259905
24 Jul 2023 UCB Home Loans Corporation Ltd UpheldMortgagesDRN-4259905 The complaint Mr and Mrs B complain about the service they received when they tried to change the fixed interest rate deal on their mortgage with UCB Home Loans Corporation Ltd. What happened Mr and Mrs B wanted to change the fixed interest rate deal on their mortgage. They ask... (4 pages)View decision -
Decision Reference DRN-4262564
24 Jul 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4262564 The complaint Mr M complains that Zurich Assurance Ltd (Zurich) misinformed him about drawing his pension benefits causing a delay whilst the value of his fund was falling. He would like compensation for the losses. Your text here What happened Mr M had a personal pension plan ... (8 pages)View decision -
Decision Reference DRN-4135597
24 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4135597 The complaint Mr P complains that Revolut Ltd (“Revolut”) have failed to refund over £43,000 he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for my ... (2 pages)View decision -
Decision Reference DRN-4158575
24 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4158575 The complaint Mr W complains that Nationwide Building Society didn’t fairly or reasonably deal with his claim under Section 75 of the Consumer Credit Act 1974 (CCA) in relation to a holiday product exchange he undertook in 2013. The claim, which is the subject of this complaint... (6 pages)View decision -
Decision Reference DRN-4257073
24 Jul 2023 First Complete Ltd UpheldMortgagesDRN-4257073 The complaint Mr S complained about the service he received from First Complete Ltd trading as PRIMIS Mortgage Network (“PRIMIS”). He said that the broker made a number of mistakes, that he had to sort out. He said this made the whole process extremely stressful for him. What h... (6 pages)View decision -
Decision Reference DRN-4192858
24 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4192858 The complaint Mrs M complains Creation Financial Services Limited refused to issue a pro-rata refund of her account fee and failed to issue her a voucher for a hotel stay. What happened Mrs M held a credit card with Creation linked to membership of a reward scheme with a third-... (3 pages)View decision -
Decision Reference DRN-4214952
24 Jul 2023 Invest Southwest Ltd UpheldPensions and AnnuitiesDRN-4214952 The complaint Mr D complains that after Invest Southwest Ltd (ISW) consolidated his two pensions into a single plan, the value fell significantly. He believes that despite raising his concerns early on with ISW, they failed to act promptly enough when the value of his savings s... (13 pages)View decision -
Decision Reference DRN-4227692
24 Jul 2023 Perspective (North East) Limited UpheldPensions and AnnuitiesDRN-4227692 The complaint Mr G complains about the advice Perspective (North East) Limited (PNEL) gave to him concerning transferring the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this ... (7 pages)View decision -
Decision Reference DRN-4256211
24 Jul 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4256211 The complaint Ms C complains about the way that Rock Insurance Services Limited has administered a single trip travel insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve simply set out a summary of what I think are the key eve... (6 pages)View decision
