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 120614 results
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Decision Reference DRN-4809380
3 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4809380 The complaint Mr and Mrs F complain Lloyds Bank PLC did not respond to their letter they sent it. What happened Mr and Mrs F say they have two joint accounts with Lloyds – a Standard Saver account and an International Money Market Call account. As they currently live abroad, th... (4 pages)View decision -
Decision Reference DRN-3439105
3 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3439105 The complaint Mr P complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence before it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to i... (45 pages)View decision -
Decision Reference DRN-4718059
3 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4718059 The complaint Ms L and Mr M complain that Ageas Insurance Limited won’t agree to cover all of the alternative accommodation costs claimed for under their home insurance policy. Ageas is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions... (3 pages)View decision -
Decision Reference DRN-4716411
3 Jun 2024 Derbyshire Home Loans Ltd UpheldMortgagesDRN-4716411 The complaint Mr and Mrs F’s complaint is about their mortgage with Derbyshire Home Loans Limited (DHL). The mortgage is administered by The Mortgage Works (UK) Plc (TMW), which is owned by Nationwide Building Society. Because Mr and Mrs F have done so in their correspondence, ... (5 pages)View decision -
Decision Reference DRN-4793620
3 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4793620 The complaint Mrs B complains that The Co-operative Bank Plc (“Co-op”) incorrectly recorded her as being deceased. This resulted in her accounts being frozen, transactions being declined and direct debits and standing orders being cancelled. She is also unhappy at the service s... (4 pages)View decision -
Decision Reference DRN-4821059
3 Jun 2024 Charter Court Financial Services Limited UpheldBanking and PaymentsDRN-4821059 The complaint Mr C complains that Charter Court Financial Services Limited trading as Charter Savings Bank misled him with the information they gave him over the telephone. What happened Mr C opened a fixed rate Individual Savings Account (ISA) with Charter, which was paying 4.... (4 pages)View decision -
Decision Reference DRN-4825631
3 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4825631 The complaint Mr S complains that Lloyds Bank PLC closed his accounts in error. What happened Mr S says that his father passed away, and his mother contacted Lloyds to close his father’s accounts, but Lloyds closed Mr S’ accounts. Mr S was overseas at the time, and he tried to ... (5 pages)View decision -
Decision Reference DRN-4823963
3 Jun 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4823963 The complaint Mr W complains about advice given in 2000 by Castlegate Investments Limited (Castlegate) to transfer the value of his deferred benefits in a former employer’s defined benefit (DB) pension scheme to a section 32 buyout plan (a type of personal pension arrangement).... (7 pages)View decision -
Decision Reference DRN-4822583
3 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4822583 The complaint Mrs J complains about the interest rate Mortgage Agency Services Number Five Limited (MAS5) charged on her mortgage account. She complains the interest rate was increased unfairly from 2009 onwards. What happened Mrs J took out an interest only mortgage in 2007. T... (5 pages)View decision -
Decision Reference DRN-4829449
3 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4829449 The complaint Mr S complains Admiral Insurance (Gibraltar) Limited didn’t handle a claim against his contents insurance policy fairly. What happened In March 2023 Mr S reported the loss of his phone to Admiral. Admiral ultimately accepted the claim and paid Mr S £1,268 (the val... (2 pages)View decision
