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 125400 results
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Decision Reference DRN-3940250
13 Mar 2023 Tymit Ltd UpheldBanking and PaymentsDRN-3940250 The complaint Mr D complains that Tymit Ltd won’t refund payments he didn’t make with his credit card. What happened Mr D says he lost his credit card. And so, he disputes the three payments which came to £1,413.10 that were made after this. He is unhappy that Tymit won’t refun... (2 pages)View decision -
Decision Reference DRN-3966824
13 Mar 2023 Madison CF UK Limited UpheldConsumer CreditDRN-3966824 The complaint Mr G, through his representative, complains that Madison CF UK Limited, trading as 118 118 Money (Madison), lent to him irresponsibly. What happened Using information Madison gave us here is a brief loan table. Loan Approved Amount Term (months) Payments (month) P... (5 pages)View decision -
Decision Reference DRN-3737010
13 Mar 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-3737010 The complaint Mrs K and Mr S complain about their mortgage with Kensington Mortgage Company Limited. They’re unhappy it hasn’t offered them lower interest rates and believe they’ve paid too much interest as a result. What happened Mrs K and Mr S took their mortgage out in 2006.... (5 pages)View decision -
Decision Reference DRN-3843421
13 Mar 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3843421 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the money he lost in a scam. What happened Mr B received a lump sum pension payment. He was watching a morning television programme and a celebrity discussed the benefits of in... (6 pages)View decision -
Decision Reference DRN-4006251
13 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4006251 The complaint Mr S is unhappy National Westminster Bank Plc (NatWest) blocked and closed his accounts and withheld his money for nine months for no reason. He says this led to him not being able to purchase a house or pay his loan, the latter of which adversely impacted his cre... (5 pages)View decision -
Decision Reference DRN-4010689
13 Mar 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4010689 The complaint Mr W complains that ReAssure caused unreasonable delays in paying his pensions and explains that the delays have cost him investment returns. What happened Mr W had three separate personal pension policies with ReAssure. On 24 March 2021 Mr W phoned ReAssure to en... (5 pages)View decision -
Decision Reference DRN-3980375
13 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3980375 The complaint Mrs C has complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with her claim under her home insurance policy when it said she was underinsured. What happened Mrs C contacted RSA to make a claim for storm damage. RSA accepted the claim. Whil... (2 pages)View decision -
Decision Reference DRN-4017744
13 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-4017744 The complaint Mr and Mrs K complain about how U K Insurance Limited (“UKI”) settled their claim on their landlord’s insurance policy. What happened Mr and Mrs K owned a property that they rented out to tenants. They had landlord’s insurance with UKI. In November 2020 there was ... (7 pages)View decision -
Decision Reference DRN-4018175
13 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4018175 The complaint Y is unhappy National Westminster Bank Plc (NatWest) blocked and closed its account, withholding the money contained within it for months. It is also unhappy NatWest defaulted its Bounce Back Loan (BBL) and used the right of set off to repay this from its business... (4 pages)View decision -
Decision Reference DRN-3986468
13 Mar 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3986468 The complaint Mrs H complains that Phoenix Life Limited is unfairly intending to apply a 45% special lump sum death benefits (“SLSDB”) charge to pension savings held by her late husband. What happened I issued a provisional decision on this complaint in January 2023. In that de... (3 pages)View decision
