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 125363 results
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Decision Reference DRN-4015667
17 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4015667 The complaint Mr T complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (31 pages)View decision -
Decision Reference DRN-3892355
17 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3892355 The complaint Mr G complains that his bank Metro Bank PLC (Metro) has refused to refund the money he has lost following him falling victim to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summa... (4 pages)View decision -
Decision Reference DRN-3995223
17 Mar 2023 National Westminster Bank Plc UpheldMortgagesDRN-3995223 The complaint Mr S complains that National Westminster Bank Plc’s handling of his request to redeem part of his mortgage caused him distress and inconvenience. And he says the money NatWest has offered him to resolve his complaint is not sufficient to do so. What happened Mr an... (4 pages)View decision -
Decision Reference DRN-4020441
17 Mar 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4020441 The complaint Mrs S complains about the decision by Inter Partner Assistance SA (‘IPA’) to turn down her Home Protection Plus claim. What happened Mrs S holds Home Protection Plus cover. This provides up to £1,000 towards the repair costs following the breakdown of a boiler, or... (3 pages)View decision -
Decision Reference DRN-4030579
17 Mar 2023 Nationwide Building Society UpheldMortgagesDRN-4030579 The complaint Mr and Mrs S’s complaint is about their mortgage account with Nationwide Building Society. Mr S, who has dealt with the complaint throughout, has complained about the following issues. In 2017 they were led to believe they could extend the mortgage term and have ... (6 pages)View decision -
Decision Reference DRN-3614854
17 Mar 2023 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-3614854 The complaint Mr T has complained about the service AJ Bell Management Limited provides in relation to his pension and ISA accounts. What happened Mr T has a self-invested personal pension (‘SIPP’) and an ISA with AJ Bell. Mr T manages the investments within these accounts usin... (4 pages)View decision -
Decision Reference DRN-3868484
17 Mar 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-3868484 The complaint Mr W is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined an income protection claim and cancelled the income protection element of a suite of policies he’d taken out including life and critical illness insurance (‘the policies’). He’s ... (4 pages)View decision -
Decision Reference DRN-4015565
17 Mar 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4015565 The complaint Mr M complains about the information ReAssure Limited (ReAssure) gave him about his pension plan. What happened Mr M had a Legal and General stakeholder pension plan. Both he and his employer made monthly contributions into this plan. His employer occasionally mad... (8 pages)View decision -
Decision Reference DRN-4030132
17 Mar 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4030132 The complaint Mr L complains about a car supplied under a hire purchase agreement provided by Mercedes-Benz Financial Services UK Limited (‘MBFS’). What happened In November 2021 Mr L acquired a used car to be used for his profession, funded in part with a hire purchase agreeme... (6 pages)View decision -
Decision Reference DRN-4029676
17 Mar 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4029676 The complaint Ms G says Tesco Personal Finance Plc has unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened Below, I’ve summarised the material facts in this case: In July 2017, Ms G had an elective surgical procedure to replace b... (6 pages)View decision
