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-3761986
18 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3761986 The complaint Mr D complains NewDay Ltd trading as Debenhams Finance (“NewDay”) failed to handle a dispute over a payment for airline flights in a fair way. What happened The background to this complaint is well known to all parties involved, so I will not narrate everything th... (4 pages)View decision -
Decision Reference DRN-3899880
18 Jan 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3899880 The complaint Miss T complains that Admiral Insurance (Gibraltar) Limited mishandled her claim on a motor insurance policy. Where I refer to Admiral, I refer to the above-named insurance company and I include employees and others insofar as I hold Admiral responsible for their ... (4 pages)View decision -
Decision Reference DRN-3907105
18 Jan 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-3907105 The complaint Miss C complains that Oakbrook Finance Limited trading as Likely Loans (“Oakbrook”) was irresponsible to lend to her on two occasions. Miss C has brought her complaint to us via complaints management company but, for simplicity, I’ll refer to her throughout. What ... (4 pages)View decision -
Decision Reference DRN-3907321
18 Jan 2023 Legal & General (Portfolio Management Services) Ltd UpheldInvestmentsDRN-3907321 The complaint Mr and Mrs W complained that Legal & General (Portfolio Management Services) Ltd (L&G) gave them unsuitable investment advice which resulted in them being exposed to more investment risk than they were comfortable taking. What happened Mr and Mrs W sought ... (6 pages)View decision -
Decision Reference DRN-3907755
18 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3907755 The complaint Miss C has complained that British Gas Insurance Limited (British Gas) didn’t complete repairs properly at her property within a reasonable time and that they didn’t deal with her complaint properly. What happened Miss C holds a Homecare policy with British Gas.... (3 pages)View decision -
Decision Reference DRN-3879665
18 Jan 2023 West Bay Insurance Plc UpheldInsuranceDRN-3879665 The complaint Mr M complains that West Bay Insurance PLC (formerly Zenith Insurance PLC) mishandled a claim on a motor insurance policy. Where I refer to West Bay, I refer to the above-named insurance company and I include employees and others insofar as I hold West Bay respons... (4 pages)View decision -
Decision Reference DRN-3812750
18 Jan 2023 National Westminster Bank Plc UpheldMortgagesDRN-3812750 The complaint Mr and Mrs K complain that National Westminster Bank Plc would not allow them to extend the term of their residential mortgage. They say they’ve been discriminated against because of their age. What happened Mr and Mrs K took out a flexible Offset mortgage with Na... (6 pages)View decision -
Decision Reference DRN-3891603
18 Jan 2023 Apollo Pension & Investment Advisers UpheldPensions and AnnuitiesDRN-3891603 The complaint Mr C complains that Apollo Pension and Investment Advisers (Apollo) recommended he invest into a number of complex, non-standard investments within his Self-Invested Personal Pension (SIPP). He subsequently invested further monies into a similar scheme outside his... (13 pages)View decision -
Decision Reference DRN-3878104
18 Jan 2023 Lloyds Bank PLC UpheldInvestmentsDRN-3878104 The complaint Mr H complained that Lloyds Bank PLC provided unsuitable investment advice in 2012 when it recommended Mr H to invest money from a lump sum rather than pay it towards reducing his outstanding mortgage balance. What happened Mr H had recently retired and taken a si... (8 pages)View decision -
Decision Reference DRN-3756336
18 Jan 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-3756336 The complaint Ms S complains about that National Westminster Bank Plc (NatWest) sent her a formal demand letter before the end of a 30-day payment holiday period. She would like her account to be put back to the position it was before this issue arose, her credit file amended a... (2 pages)View decision