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 123440 results
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Decision Reference DRN-3696705
14 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3696705 The complaint A representative of Mr W’s estate has complained HSBC UK Bank plc hasn’t refunded money they believe was taken from Mr W’s account without his authorisation. What happened In December 2019 Mr W’s current account was almost emptied over the course of two days by a ... (4 pages)View decision -
Decision Reference DRN-3550029
14 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3550029 The complaint Mr P (through a representative) complains that Morses Club PLC (Morses) didn’t properly undertake affordability checks before granting these loans. What happened Mr P was advanced five home collected loans between June 2017 and June 2020. I’ve included some of the... (5 pages)View decision -
Decision Reference DRN-3571049
14 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3571049 The complaint Mr C is unhappy Bank of Scotland plc trading as Halifax won’t refund money he was tricked into sending to a fraudster. What happened Mr C was contacted by someone claiming to represent an investment company after he’d left his contact details online. The first ema... (5 pages)View decision -
Decision Reference DRN-3701445
14 Sep 2022 Prudential Lifetime Mortgages Limited UpheldMortgagesDRN-3701445 The complaint Mr and Mrs L’s attorneys, on their behalf, complain that the early repayment charge (ERC) on a lifetime mortgage with Prudential Lifetime Mortgages Limited is too high. What happened In 2008, Mr and Mrs L took out a lifetime mortgage with Prudential f... (7 pages)View decision -
Decision Reference DRN-3699614
14 Sep 2022 I Go 4 Ltd. UpheldInsuranceDRN-3699614 The complaint Mr N complains about the level of service and the fees charged by I Go 4 Ltd in regard to his motor insurance policy. What happened Mr N took out a policy through I Go 4 Ltd. It validated his details and found that a fault claim had been disclosed as non-fault. It... (3 pages)View decision -
Decision Reference DRN-3691194
14 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3691194 The complaint This complaint is about a plumbing, drainage and electrical insurance policy provided by Aviva Insurance Limited, held by the late Mrs W. Mrs W’s daughter is bringing the complaint on behalf of Mrs W’s estate. Aviva uses agents to administer the policy on its beha... (3 pages)View decision -
Decision Reference DRN-3599959
14 Sep 2022 Unum Ltd UpheldInsuranceDRN-3599959 The complaint Mr C complains about the decision by Unum Ltd to terminate his income protection claim. Mr C is represented in this complaint, but for ease, I’ll refer to all submissions as if they were his own. What happened Mr C is covered under his employer’s group income prot... (5 pages)View decision -
Decision Reference DRN-3685082
14 Sep 2022 First Complete Ltd UpheldInvestmentsDRN-3685082 The complaint Mrs L has complained through her representative, Mr L, that First Complete Ltd trading as PRIMIS Mortgage Network cancelled her existing life and critical illness insurance policy earlier than it should have done. She thinks that this prevented her from making a s... (8 pages)View decision -
Decision Reference DRN-3701347
14 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3701347 The complaint Mr M complains that NewDay Ltd have irresponsibly lent to him. Mr M is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M himself. What happened Mr M ... (5 pages)View decision -
Decision Reference DRN-3690758
14 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3690758 The complaint Miss A has complained about customer service by Bank of Scotland plc (trading as Birmingham Midshires Mortgages and referred to here as BM). To settle the complaint, Miss A has asked BM to compensate her for the time she spent trying to get through to BM on the te... (4 pages)View decision
