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 4269 results
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Decision Reference DRN2366586
10 Sep 2020 Marilyn Parkins Not upheldBanking and creditThis complaint is about an attempt Mr C made to obtain a re-mortgage through mortgage broker Marylin Parkins, who trades as Designed Mortgages (“DM”). DM didn’t succeed in securing a mortgage for Mr C, and he says it should return the broker fee (£1,850) he paid it.backgroundBy way of a pr... (4 pages)View decision -
Decision Reference DRN6573978
28 Jan 2019 Gefion Insurance A/S Not upheldInsurance (excluding PPI)Mr E has complained that Gefion Insurance A/S (Gefion) unfairly cancelled his motor trade insurance policy.All references to Gefion include its agents.backgroundI issued a provisional decision on this complaint in December 2018. An extract from that decision follows:“Mr E ... (4 pages)View decision -
Decision Reference DRN5384425
23 Nov 2017 TSB Bank plc UpheldBanking and creditMr S is unhappy that TSB Bank plc rejected his application for a basic current account. He complained that he didn’t properly understand why this happened and about his overall treatment by the bank during the course of their dealings about this matter.backgroundMr ... (4 pages)View decision -
Decision Reference DRN1635294
18 Jun 2020 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr T complains that Zenith Insurance plc undervalued his car after he claimed on his motortrade insurance policy. He’s also complained there was additional damage to his car whenthe salvage was returned to him.For ease of reading reference to Zenith also includes its agents.background Mr T... (4 pages)View decision -
Decision Reference DRN1238300
26 Jan 2017 UK Insurance Limited UpheldInsurance (excluding PPI)Mr J complains about the way UK Insurance Limited (trading as Privilege – “Privilege”) has administered his car insurance policy.backgroundMr J took out car insurance with Privilege through a price comparison website. He said that he had five years’ no claims discount (N... (3 pages)View decision -
Decision Reference DRN-5223465
8 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5223465 The complaint Mr C complains that National Westminster Bank Plc (NWest) won’t refund money he paid to an investment. What happened What Mr C says: Mr C was looking at ways to invest money and he was recommended to look at an investment firm (which I will call firm X) by a fr... (4 pages)View decision -
Decision Reference DRN2170359
5 Nov 2014 Aviva Life & Pensions UK Limited Not upheldInvestment and pensionsMrs C’s complaint concerns the delays caused by Aviva Life & Pensions UK Limited (“Aviva”) when transferring her pension fund to another pension scheme. She has said that these delays caused her financial loss.Mrs C has also complained that her funds have been mis-managed due to th... (4 pages)View decision -
Decision Reference DRN-4755067
31 Jul 2024 The Mortgage Business Plc Not upheldMortgagesDRN-4755067 The complaint Mr C complains about his buy to let mortgage with The Mortgage Business Plc (TMB). He complains about the amount he owes now the mortgage has come to an end, and says that TMB shouldn’t have allowed the balance to escalate, but should have stepped in sooner. Wh... (11 pages)View decision -
Decision Reference DRN-5273979
24 Feb 2025 The Governor and Company of the Bank of Ireland UpheldMortgagesDRN-5273979 The complaint This complaint is about a mortgage held jointly by Mr O and Mrs and Mr R with The Governor and Company of the Bank of Ireland trading as Bank of Ireland (hereafter referred to as BOI). In essence, there are three broad strands to the complaint; these are: in... (4 pages)View decision -
Decision Reference DRN-2880083
12 May 2022 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-2880083 The complaint Mr S says Hargreaves Lansdown Asset Management Limited (‘HL’) is responsible for the delayed transfers of his Self-Invested Personal Pension (‘SIPP’) and his Fund and Share Account (‘FSA’) to AJ Bell in 2020. He says the transfers were prompted by HL’s arbitrary a... (4 pages)View decision
