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 125399 results
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Decision Reference DRN-4322210
30 Aug 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4322210 The complaint Mr B has complained about Skyfire Insurance Company Limited. He isn’t happy about the way it cancelled his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows. Mr B was stopped by the p... (4 pages)View decision -
Decision Reference DRN-4273033
30 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4273033 The complaint Mr T complains that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened Mr T was looking to purchase a vehicle. He found an apparently suitable one on the marketplace of a well-known social media website. He contacted the seller. It sai... (4 pages)View decision -
Decision Reference DRN-4314371
30 Aug 2023 Leeds Building Society UpheldMortgagesDRN-4314371 The complaint Mr D complains about the mismanagement of his mortgage accounts by Leeds Building Society. When Mr D paid off Part 2 of his mortgage account. Leeds increased the contractual monthly payments (“CMP”) for Part 1.Mr D says that the mortgage was subject to an annual r... (3 pages)View decision -
Decision Reference DRN-4284851
30 Aug 2023 National Westminster Bank Plc UpheldMortgagesDRN-4284851 The complaint Mr S has complained that he’s been unable to get a new preferential interest rate product on his mortgage that he holds with National Westminster Bank Plc. Mr S holds this mortgage jointly with his former partner. His former partner told NatWest that he doesn’t ag... (3 pages)View decision -
Decision Reference DRN-4298124
30 Aug 2023 ManyPets Ltd UpheldInsuranceDRN-4298124 The complaint Mrs V is unhappy ManyPets Ltd didn’t send her vouchers she was entitled to following the renewal of her pet insurance policy in December 2022. What happened Mrs V renewed her policy with ManyPets in December 2022. I understand as a reward for renewing she should h... (2 pages)View decision -
Decision Reference DRN-3713532
30 Aug 2023 Hunter Mills Limited UpheldPensions and AnnuitiesDRN-3713532 The complaint Mr H complains about the advice given by Hunter Mills Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has ca... (11 pages)View decision -
Decision Reference DRN-4322852
30 Aug 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-4322852 The complaint Mr C complains that Oakbrook Finance Limited trading as Likely Loans irresponsibly lent to him. What happened I issued a provisional decision on this complaint on 3 August 2023 where I set out a background to this complaint and my provisional findings. That decisi... (3 pages)View decision -
Decision Reference DRN-4183877
30 Aug 2023 Clydesdale Bank Plc UpheldMortgagesDRN-4183877 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money unfairly declined his mortgage application. Following a valuation Virgin Money required an ESW1 (“External Wall System”) form which it said should be uploaded to the Fire Industry Building Safety Port... (3 pages)View decision -
Decision Reference DRN-4322918
29 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4322918 The complaint Miss M complains about Bank of Scotland plc (trading as Halifax). She says that Bank of Scotland didn’t do enough to protect her when she became the victim of a scam and would like Bank of Scotland to refund her the money she has lost as a result. What happened In... (5 pages)View decision -
Decision Reference DRN-4322511
29 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4322511 The complaint Ms N complains that Admiral Insurance (Gibraltar) Ltd mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, made by a premium brand manufacturer and first registered in 2018. ... (4 pages)View decision
