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 128535 results
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Decision Reference DRN-4467936
21 Nov 2023 Lloyds Bank PLC UpheldMortgagesDRN-4467936 The complaint Mr and Ms Q complains that they missed out a new fixed interest rate product with Lloyds Bank PLC for their buy-to-let mortgage, despite being clear that they wished to secure that rate as soon as possible. What happened Mr and Mrs Q have a buy-to-let mortgage wit... (3 pages)View decision -
Decision Reference DRN-4462235
21 Nov 2023 esure Insurance Limited UpheldInsuranceDRN-4462235 The complaint Mr and Mrs C have complained about their property insurer esure Insurance Limited (Esure) regarding a claim they made when they had excessive ground water at their home and later noticed damage to the living room floor. What happened In 2020 Mr and Mrs C were havi... (6 pages)View decision -
Decision Reference DRN-4452828
21 Nov 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4452828 Complaint Mrs G has complained about personal loans Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says that the loans were unaffordable and so shouldn’t have been provided to her. Background 118 118 Money initially provided Mrs G with a first loan for ... (4 pages)View decision -
Decision Reference DRN-4064072
21 Nov 2023 The St. David's Partnership UpheldPensions and AnnuitiesDRN-4064072 The complaint Mr N complains about the advice given by The St. David’s Partnership to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the advice was unsuitable for him an... (7 pages)View decision -
Decision Reference DRN-4403413
21 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-4403413 The complaint Mr and Mrs C complain that QIC Europe Limited (QIC) declined their claim under their home insurance policy. What happened Mr and Mrs C noticed that their heating system was dropping pressure. They thought that they had a leak but couldn’t see the source of it. The... (5 pages)View decision -
Decision Reference DRN-4384468
21 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4384468 The complaint Mrs T and Mr T complains about how their insurer, One Insurance Limited (One), handled a claim under their motor insurance policy. Any reference to One in this decision includes their agents. What happened In July 2022, Mrs T and Mr T had an accident in which thei... (3 pages)View decision -
Decision Reference DRN-4457185
21 Nov 2023 Yorkshire Building Society UpheldMortgagesDRN-4457185 The complaint Mr A complains that Yorkshire Building Society, trading as Chelsea Building Society, has treated him unfairly by repeatedly taking legal action against him in respect of his mortgage. He also complains that the mortgage balance is higher than it should be, because... (5 pages)View decision -
Decision Reference DRN-4451071
20 Nov 2023 National Westminster Bank Plc UpheldInsuranceDRN-4451071 The complaint Mrs P complains about advice received from National Westminster Bank Plc when taking out a critical illness policy. Mrs P is using a representative to bring her complaint. For ease I will refer to all action as being those of Mrs P. What happened The details of th... (2 pages)View decision -
Decision Reference DRN-4415929
20 Nov 2023 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4415929 The complaint Mr D complains Tesco Personal Finance PLC unfairly declined his application for a loan. He’s also complained they recorded too many hard searches on his credit file. What happened The details of this complaint are well-known to both parties, so I won’t repeat them... (2 pages)View decision -
Decision Reference DRN-4121540
20 Nov 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4121540 The complaint Mr S complains about the settlement of a fixed sum loan agreement with Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance. Throughout Mr S’ complaint he has been represented by a family member. For ease, I’ll refer only to Mr S. What happened In Janu... (5 pages)View decision