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-3763639
16 Nov 2022 Bank of Scotland Plc UpheldMortgagesDRN-3763639 The complaint Miss W and Miss W (who I’ll refer to as Miss W1 and Miss W2) complain that Bank of Scotland plc treated them unfairly when the term of their interest only mortgage expired. Miss W1 has dealt with the complaint. She said she wasn’t interested in compensation, but w... (4 pages)View decision -
Decision Reference DRN-3777735
16 Nov 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3777735 The complaint Mr B complains about how Hastings Insurance Services Limited administered his motor insurance policy. He wants compensation for the upset this caused him. What happened Mr B checked how much the renewal of his policy with Hastings would cost with a different addre... (2 pages)View decision -
Decision Reference DRN-3805410
16 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3805410 The complaint Mr L and Ms O complain that AXA Insurance UK Plc has unfairly declined a claim they’ve made on their buildings insurance policy following a claim for subsidence to the extension of their property. What happened Mr L has led the complaint with this Service, so I’ll... (2 pages)View decision -
Decision Reference DRN-3809192
16 Nov 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3809192 The complaint Mrs T complains that Vanquis Bank Limited have irresponsibly lent to her. What happened Mrs T applied for a Vanquis credit card in October 2019 and she was accepted for a £1,000 credit limit. Mrs T complained to Vanquis that they had irresponsibly lent to her and ... (4 pages)View decision -
Decision Reference DRN-3684813
16 Nov 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3684813 The complaint Mr L complains that Santander UK Plc were unable to recall a £10,000 payment which he sent in error. Mr L is represented by his wife in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by Mr L h... (3 pages)View decision -
Decision Reference DRN-3802722
16 Nov 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3802722 The complaint Mr L complained because the amount ReAssure Limited is paying him for his annuity is less than the amount it quoted. What happened On 17 January 2022 ReAssure sent Mr L a letter which outlined two retirement options: an annual pension of £2,840.28, or taking £17... (3 pages)View decision -
Decision Reference DRN-3808903
16 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3808903 The complaint Mr M has complained to Portal Financial Services LLP (formerly known as Portafina) about advice he received to transfer his personal pension to a Self-Invested Personal Pension (SIPP). What happened In 2013 Mr N received a cold call from a business offering him a ... (9 pages)View decision -
Decision Reference DRN-3777792
16 Nov 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3777792 The complaint Mr G has complained that the balance on his mortgage account with Barclays Bank UK Plc has been incorrect for a number of years. Mr G would like Barclays to adjust the account to its correct position, taking into account all payments made. Mr G is represented in t... (3 pages)View decision -
Decision Reference DRN-3672402
16 Nov 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3672402 The complaint Mr J is complaining on behalf of the trustees (Mr B, Mrs J and Ms L) of a trust, about the poor service provided by Aviva Life & Pensions UK Limited (Aviva) when responding to Mr J’s information requests on behalf of the settlor, Mr B. The trust held his whole... (3 pages)View decision -
Decision Reference DRN-3805429
16 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3805429 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost after falling victim to a scam. What happened In June 2020, Mr B sold his home in the UK and received the proceeds into his Lloyds bank account. Mr B says he had been travelling to a location ... (10 pages)View decision
