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 128312 results
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Decision Reference DRN-3929993
24 Feb 2023 esure Insurance Limited UpheldInsuranceDRN-3929993 The complaint Mr and Mrs S complain that esure Insurance Limited (‘esure’) unfairly declined their claim for items destroyed in a fire at their property. What happened Mr and Mrs S made a claim on their contents insurance policy following a fire in their garden. The fire destro... (2 pages)View decision -
Decision Reference DRN-3744135
24 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3744135 The complaint Mr F complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In January 2022, Mr F received a phone call from someone claiming to be from HSBC’s fraud department. They told him criminals had tried to use his b... (4 pages)View decision -
Decision Reference DRN-3938172
24 Feb 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-3938172 The complaint Mr J and Mrs N complain about charges applied to their mortgage account with Kensington Mortgage Company Limited. They say they weren’t aware of the charges until recently. They ask that the charges are written off. What happened Mr J and Mrs N originally took out... (2 pages)View decision -
Decision Reference DRN-3942526
24 Feb 2023 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-3942526 The complaint Mr M complains about the advice JLT Wealth Management Limited (‘JLT’) gave to transfer the benefits from his former employer’s defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has... (7 pages)View decision -
Decision Reference DRN-3958465
24 Feb 2023 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3958465 The complaint Mr and Mrs W complain that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. has turned down a cancellation claim they made on a travel insurance policy. What happened In June 2019, Mr and Mrs W took out an annual travel insurance policy thro... (5 pages)View decision -
Decision Reference DRN-3986932
24 Feb 2023 Coutts & Company UpheldMortgagesDRN-3986932 The complaint Mr and Mrs C complain that Coutts & Company (“Coutts”) didn’t handle their request to remove Mrs C from the mortgage fairly. Mr C said he was given assurances that doing this wouldn’t be an issue but when the application was made, it was declined. Mr C feels ... (9 pages)View decision -
Decision Reference DRN-3831603
24 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3831603 The complaint Miss M complains that Monzo hasn’t refunded her after she fell victim to a property rental scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. But briefly, both parties accept that Miss M unfortu... (3 pages)View decision -
Decision Reference DRN-3838515
24 Feb 2023 Derbyshire Home Loans Ltd UpheldMortgagesDRN-3838515 The complaint Mr and Mrs K took out a mortgage in 2006. The mortgage was taken out with another lender and later transferred to Derbyshire Home Loans Ltd (DHLL). The Mortgage Works (TMW) is the administrator of the mortgage. Mr and Mrs K complain that TMW won’t consent to them ... (4 pages)View decision -
Decision Reference DRN-3942588
24 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3942588 The complaint Mr A complains that an unregulated business called Commercial Land and Property Brokers (“CL&P”) introduced him to Options UK Personal Pensions LLP, (“Options”, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice ... (44 pages)View decision -
Decision Reference DRN-3984090
24 Feb 2023 Hoist Finance UK Limited UpheldConsumer CreditDRN-3984090 The complaint Ms J complains that Hoist Finance UK Limited sent text messages to her son’s mobile phone. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In late 2013 Hoist acquired a debt in Ms J’s name.... (3 pages)View decision