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-4328403
1 Sep 2023 Norton Home Loans Limited UpheldMortgagesDRN-4328403 The complaint Mr and Mrs H complain about various aspects of a second charge mortgage (secured loan) they took out with Norton Home Loans Limited (‘Norton’) in May 2017. What happened Mr and Mrs H took out a loan of £33,000 secured on their property in May 2017 to be repaid ove... (14 pages)View decision -
Decision Reference DRN-4116832
1 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4116832 The complaint Mr L complains about the value AXA Insurance UK Plc placed on his car following a claim on his car insurance policy. What happened Mr L was hit in the rear so claimed on his car insurance policy with AXA. AXA reviewed the claim and accepted it. It said due to the ... (2 pages)View decision -
Decision Reference DRN-3998873
1 Sep 2023 Automobile Association Insurance Services Limited UpheldInsuranceDRN-3998873 The complaint Mr P complains about how the information given by Automobile Association Insurance Services Limited (AAISL) when he called to claim on his motor insurance policy. What happened Mr P was involved in an accident in his car. The next morning, he called his insurance ... (2 pages)View decision -
Decision Reference DRN-4220516
1 Sep 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4220516 The complaint Mr G complains about how Red Sands Insurance Company (Europe) Limited has handled claims on his mechanical breakdown insurance policy for his car’s gearbox and torque converter. What happened Mr G’s car was vibrating when driving so he took it to a garage and cont... (4 pages)View decision -
Decision Reference DRN-4107399
1 Sep 2023 National House-Building Council UpheldInsuranceDRN-4107399 The complaint Mrs and Mr D have complained about National House-Building Council (NHBC). They are unhappy about the settlement of their claim on their building warranty following the developer’s refusal to carry out the required rectification work. What happened Mrs and Mr D bo... (3 pages)View decision -
Decision Reference DRN-4328744
1 Sep 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4328744 The complaint Mr N complains about problems that occurred when he made a partial withdrawal from his Scottish Widows Limited (SW) personal pension. What happened n 23 March 2023, Mr N completed a form for a partial withdrawal from a personal pension plan held with SW. SW then a... (4 pages)View decision -
Decision Reference DRN-4158326
1 Sep 2023 Hey Habito Ltd UpheldMortgagesDRN-4158326 The complaint Miss A complained about the advice she received from Hey Habito Ltd (“Habito”) when she was remortgaging a rented property. She said Habito let her down, and its failures meant she was paying more for her mortgage each month now. What happened Miss A said she was ... (4 pages)View decision -
Decision Reference DRN-4045223
1 Sep 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4045223 The complaint Mr W has complained Starling Bank Limited won’t refund money he lost from his account as the result of a scam. What happened Mr W holds both a personal and business account with Starling. The business account is in the name of E and is the subject of a separate co... (3 pages)View decision -
Decision Reference DRN-3812905
1 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3812905 The complaint Mr G has complained that HSBC UK Bank Plc (“HSBC”) has refused to refund him money he lost as the result of a scam. What happened Mr G was looking to invest money and found an advertisement online for CoinFx. They claimed to be specialists in crypto trading and as... (5 pages)View decision -
Decision Reference DRN-4146996
1 Sep 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4146996 The complaint Mr S complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans which he couldn’t afford. What happened Mr S was granted six loans by MoneyBoat, I’ve outlined his borrowing history in ... (5 pages)View decision