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-3883242
9 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3883242 The complaint Ms J has complained about esure Insurance Limited. She isn’t happy about the way it dealt with a claim under her home insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Ms J made a claim un... (3 pages)View decision -
Decision Reference DRN-3877885
9 Jan 2023 Indigo Michael Limited UpheldConsumer CreditDRN-3877885 The complaint Mr H (through a representative) has complained that Indigo Michael Limited (trading as SafetyNet Credit (SNC)) didn’t complete enough affordability checks before providing him with the facility. What happened Mr H approached SNC for a Safety Net facility in June 2... (3 pages)View decision -
Decision Reference DRN-3877871
9 Jan 2023 more 2 life Ltd UpheldMortgagesDRN-3877871 The complaint Mr G and Mrs G complain about the way more 2 life Ltd dealt with their application for an equity release mortgage and declined their application shortly before completion was due to take place. What happened In October 2021 Mr G and Mrs G applied for an equity rel... (8 pages)View decision -
Decision Reference DRN-3774076
9 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3774076 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) incorrectly defaulted her loan account and sold the debt to a third party despite her being on a payment plan. What happened The background to this complaint is well known to both parties, so... (5 pages)View decision -
Decision Reference DRN-3691919
9 Jan 2023 National Savings and Investments UpheldBanking and PaymentsDRN-3691919 The complaint Mr B complains about National Savings and Investments (NS&I) in relation to a payment made into his premium bonds account in error. What happened In 2017, NS&I paid £38,000 into Mr B’s premium bonds account. Due to an administrative error, the sum had been... (3 pages)View decision -
Decision Reference DRN-3885081
9 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3885081 The complaint Mr C is unhappy with esure Insurance Limited’s handling of a claim he made on his motor insurance policy. What happened Mr C phoned to make a claim when his car was hit by a third party. He says the claims handler he spoke to said that if the car was written off, ... (4 pages)View decision -
Decision Reference DRN-3568238
9 Jan 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3568238 Complaint G, a limited company, complains that Advanced Payment Solutions Limited (trading as Cashplus) didn’t reimburse him after he fell victim to a scam. It is represented by its owner, Mr M. Background In June 2021, Mr M fell victim to a scam. He had been looking to buy a s... (3 pages)View decision -
Decision Reference DRN-3878814
9 Jan 2023 Executive Advisory Services Limited UpheldPensions and AnnuitiesDRN-3878814 The complaint Mr P complains that Executive Advisory Services Limited (EAS) gave him unsuitable advice to switch his personal pensions, causing him to lose a guaranteed annuity rate (GAR) associated with one of them. What happened Mr P had two personal pensions that in 2009 wer... (5 pages)View decision -
Decision Reference DRN-3786044
9 Jan 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3786044 The complaint Mrs W complains about the service she got from AA Underwriting Insurance Company Limited (AA) when she called to notify it of a claim on her car insurance policy. What happened Mrs W called AA to notify it of damage to her car after an accident in which a third pa... (3 pages)View decision -
Decision Reference DRN-3848498
9 Jan 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-3848498 The complaint Mr and Mrs F complain about their mortgage with Kensington Mortgage Company Limited. They’re concerned that the balance wasn’t set correctly when they moved from one property to another, and they complain that Kensington’s interest rate is too high and that it did... (7 pages)View decision
