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 121479 results
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Decision Reference DRN-3867664
20 Dec 2022 Belmont Green Finance Limited UpheldMortgagesDRN-3867664 The complaint This complaint’s about a mortgage that Mrs and Mr P hold with Belmont Green Finance Limited trading as Vida Homeloans (Vida). The essence of the complaint is that Vida didn’t make it clear to them that the payment break agreed during the first COVID-19 pandemic lo... (4 pages)View decision -
Decision Reference DRN-3489803
20 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3489803 The complaint Mrs L complains about the advice she received from Portal Financial Services LLP to switch her Personal Pensions into a Self-Invested Personal Pension (SIPP). What happened Mrs L held two Personal Pensions with a provider. Both pensions were invested in With- Prof... (5 pages)View decision -
Decision Reference DRN-3821730
20 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3821730 The complaint Miss M and Mr M have complained that Covea Insurance plc (Covea) unfairly declined a claim under their home insurance policy. For ease, I will normally only refer to Mr M as he mainly dealt with the claim and the complaint. What happened Mr M contacted Covea to ma... (2 pages)View decision -
Decision Reference DRN-3865302
20 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3865302 The complaint Mr R, who is a director of a limited company, which I will refer to as R, brings a complaint on behalf of R due to the service that was provided by National Westminster Bank Plc (NatWest) when Mr R requested to transfer funds to an individual abroad. What happened... (3 pages)View decision -
Decision Reference DRN-3713920
20 Dec 2022 Allianz Insurance Plc UpheldInsuranceDRN-3713920 The complaint Mr R complains that Allianz Insurance Plc trading as Petplan has unfairly increased the premiums and excesses of his lifetime pet insurance policy. What happened In 2012, Mr R took out a PetPlan policy underwritten by Allianz to cover his dog. Over the years, the ... (3 pages)View decision -
Decision Reference DRN-3865465
20 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3865465 The complaint Mr H and Mrs I has complained that Aviva Insurance Limited (Aviva) unfairly declined a claim under their home insurance policy. As Mr H mainly dealt with the claim and complaint, for ease, I will normally only refer to him. References to Aviva include companies ac... (4 pages)View decision -
Decision Reference DRN-3620709
20 Dec 2022 Target Servicing Limited UpheldMortgagesDRN-3620709 The complaint Mrs M and Mr R complain that Target Servicing Limited delayed the redemption of their help to buy shared equity loan, meaning they had to pay a higher amount to repay the loan. What happened Mrs M and Mr R bought a property with the assistance of the help to buy s... (6 pages)View decision -
Decision Reference DRN-3824084
20 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3824084 The complaint R, a sole trader business, complains that Lloyds Bank PLC lost a copy of its loan agreement. What happened R had a commercial mortgage with Lloyds secured on business premises. The loan was taken out a number of years ago. Neither Lloyds nor R could find a copy of... (4 pages)View decision -
Decision Reference DRN-3866392
20 Dec 2022 Allianz Insurance Plc UpheldInsuranceDRN-3866392 The complaint Mr M complains that Allianz Insurance Plc has treated him unfairly when handling a claim made on his buildings insurance policy. What happened Mr M lives in an apartment in a building with a number of different apartments. In December 2018, Mr M discovered an esca... (6 pages)View decision -
Decision Reference DRN-3866433
20 Dec 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3866433 The complaint Mr and Mrs W complain about delays by Barclays Bank UK Plc in completing a mortgage. They say Barclays offered compensation and hasn’t paid this. What happened Mr and Mrs W completed an internal re-mortgage process with Barclays to change to an offset mortgage. Th... (2 pages)View decision
