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 118878 results
-
Decision Reference DRN-3458638
22 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3458638 The complaint Miss J’s complaint is about two credit cards that she says were irresponsibly lent by NewDay Ltd. What happened The details of this complaint are well known to both parties, and have been summarised by our investigator, so I won’t repeat them again here. The facts... (3 pages)View decision -
Decision Reference DRN-3551998
22 Jun 2022 Objective Wealth Ltd UpheldMortgagesDRN-3551998 The complaint Mr G and Mrs A’s complaint about Objective Wealth Ltd (OW) relates to their applications for two mortgages; a let to buy mortgage and a standard repayment mortgage. In making the applications the mortgage adviser (MA) made an error resulting in there being a defic... (5 pages)View decision -
Decision Reference DRN-3503592
22 Jun 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3503592 The complaint Mr T’s complaint is about the refusal of his claim under a mobile phone insurance policy with Assurant General Insurance Limited. What happened I issued a provisional decision on this matter in April 2022, the main parts of which are copied below: “In March 2021,... (5 pages)View decision -
Decision Reference DRN-3502236
22 Jun 2022 Fleet Mortgages Ltd UpheldMortgagesDRN-3502236 The complaint A complains that Fleet Mortgages Ltd (Fleet) unfairly declined its request for a second covid related mortgage payment deferral. What happened In 2018, A took a buy-to-let mortgage with Fleet for approximately £600,000, on an interest only basis, for a term of 15 ... (3 pages)View decision -
Decision Reference DRN-3139451
22 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3139451 The complaint Mr M complains about the advice given by Portal Financial Services LLP (‘Portal’) in relation to a defined-benefit (‘DB’) occupational pension scheme that he held with his former employer. Portal processed the transfer of Mr M’s DB scheme benefits to a personal pe... (8 pages)View decision -
Decision Reference DRN-3504542
22 Jun 2022 Santander UK Plc UpheldMortgagesDRN-3504542 The complaint Miss K complains that Santander UK Plc continued to report her mortgage account to the credit reference agencies after she was no longer liable for the debt following her bankruptcy. What happened Miss K took out a joint mortgage with Santander in 2006. She was de... (4 pages)View decision -
Decision Reference DRN-3474673
22 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3474673 The complaint Miss N complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost in a scam. What happened Miss N says that she received a call and heard a pre-recorded message saying it was HMRC and asking her to press a key to get through to someone, which Miss N did... (4 pages)View decision -
Decision Reference DRN-3432331
22 Jun 2022 Leeds Building Society UpheldMortgagesDRN-3432331 The complaint Mr and Mrs W complain that Leeds Building Society unfairly refused to let them port their buy to let mortgage to another holiday let property. What happened Mr and Mrs W had an existing mortgage and a mortgage product with a fixed interest rate for a fixed term wi... (5 pages)View decision -
Decision Reference DRN-3475440
22 Jun 2022 Retail Merchant Services Limited UpheldBanking and PaymentsDRN-3475440 The complaint P, a limited company, complains that Retail Merchant Services Limited didn’t arrange for services on the terms agreed. What happened P met with representatives of RMS in November 2019. It applied for a merchant services contract and signed an agreement setting out... (3 pages)View decision -
Decision Reference DRN-3251189
22 Jun 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3251189 The complaint Miss W complains about charges PSA Finance UK Limited trading as Free2Move Lease asked her to pay at the end of a hire agreement term. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focu... (2 pages)View decision
