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 128312 results
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Decision Reference DRN-4164249
19 Jul 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4164249 The complaint Mr B complains about the service he received from Domestic & General Insurance Plc (DG) under a protection policy for his boiler. References to DG include their agents who administer policies and carry out services under policies. What happened Mr B had a prot... (4 pages)View decision -
Decision Reference DRN-4245145
19 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4245145 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) has treated him unfairly in relation to goods and services he bought using credit provided by it. What happened Mr R is represented in his complaint. But for ease of reading I’ve refe... (6 pages)View decision -
Decision Reference DRN-4195614
19 Jul 2023 Ls Claims Ltd UpheldClaims ManagementDRN-4195614 The complaint Mrs T complains that Ls Claims Ltd trading as Ingram Toft (Ingram Toft) failed to pursue an unaffordable/irresponsible lending claim on her behalf after it was rejected by her lender. What happened In May 2021 Mrs T said she instructed Ingram Toft to act on her be... (3 pages)View decision -
Decision Reference DRN-4085991
19 Jul 2023 Countrywide Principal Services Limited UpheldMortgagesDRN-4085991 The complaint This complaint’s about a mortgage that Mr O and Miss V applied for through Countrywide Principal Services Limited trading as Countrywide Mortgage Services (CMS). There are several strands to the complaint, chief amongst which is that the mortgage advisor apparentl... (4 pages)View decision -
Decision Reference DRN-4253552
19 Jul 2023 Personal Touch Financial Services Ltd UpheldInvestmentsDRN-4253552 The complaint Mr and Mrs M complain that Personal Touch Financial Services Ltd trading as PRIMIS Mortgage Network mis-sold them a joint life and critical illness policy. Specifically, they wanted to keep sole policies in place and asked to reinstate their original policies with... (5 pages)View decision -
Decision Reference DRN-4251821
19 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4251821 The complaint Miss S is unhappy that NewDay Ltd haven’t provided her with the correct type of credit card. What happened Miss S is severely disabled and is prescribed medication which affects her memory. Because of this, a chip and pin credit card isn’t suitable for Miss S, bec... (3 pages)View decision -
Decision Reference DRN-4236142
19 Jul 2023 Bank of Scotland Plc UpheldMortgagesDRN-4236142 The complaint Mr B complained about what happened when he tried to sell his house, and redeem his mortgage with Bank of Scotland plc trading as Halifax. What happened Mr B decided in 2022 to sell his property. He sold it to a family member, and sent Halifax the money to pay off... (4 pages)View decision -
Decision Reference DRN-4253888
19 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4253888 The complaint Mrs H complains about how AXA Insurance UK Plc handled a subsidence claim on her buildings insurance policy. Reference to AXA includes its agents. What happened Mrs H held a buildings insurance policy with AXA. When her home was damaged by subsidence, she submitte... (3 pages)View decision -
Decision Reference DRN-4199259
19 Jul 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4199259 The complaint This complaint’s about a request that Mrs B made to Barclays Bank UK Plc to release its charge over her property. She say that due to delays and errors on Barclays’ part, she lost out on a low interest rate for an equity release mortgage, and as a result, the bala... (2 pages)View decision -
Decision Reference DRN-4251310
19 Jul 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4251310 The complaint Miss D complained that Barclays Bank UK PLC gave her incorrect information about her overpayment allowance, which led to her making the payment in the wrong overpayment period. It then failed to resolve the problem, withholding a promised refund. What happened Mis... (4 pages)View decision