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 4282 results
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Decision Reference DRN-3443217
13 May 2022 Charter Court Financial Services Limited Not upheldMortgagesDRN-3443217 The complaint Mr Y complains about problems with the secured bridging loan he took out with Charter Court Financial Services Limited trading as Precise Mortgages. He asks that it accepts its processes need improvement and puts this in place, refunds excess charges and compensat... (3 pages)View decision -
Decision Reference DRN-4947418
2 Oct 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4947418 The complaint Mrs R is unhappy that Scottish Friendly Assurance Society Limited declined a claim made on her husband’s life and critical illness insurance policy (‘the policy’) after he died. Mrs R is the trustee of the trust set up for the policy benefit. I’ll refer to Mr... (3 pages)View decision -
Decision Reference DRN-4312287
18 Dec 2023 FirstRand Bank Limited Not upheldConsumer CreditDRN-4312287 The complaint Mr H complains that FirstRand Bank Limited trading as Motonovo Finance wrongly recorded the make and model of the car he’d acquired via a hire purchase agreement on the documentation. He says this would have had legal implications for him. What happened In March 2... (3 pages)View decision -
Decision Reference DRN2427777
6 May 2016 1st Stop Car Finance Ltd Not upheldBanking and creditMr J complains that 1st Stop Car Finance Ltd failed to put right faults in his car and then failed to return the car to him.backgroundMr J obtained a used car in March 2016 under a finance agreement with 1st Stop. He says that a number of serious faults became appa... (3 pages)View decision -
Decision Reference DRN2290498
6 May 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr L complains that after his car was damaged, Tesco Underwriting Limited: voided his motor insurance policy – that is cancelled it from the outset; and scrapped his car without paying him the full value of his car.background I set out the circumstances leading to this complaint, and ... (3 pages)View decision -
Decision Reference DRN-2561498
4 Mar 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2561498 The complaint Mr S complains that Nationwide Building Society didn’t do enough to help him when he sent money to one of their customers to purchase what turned out to be a stolen car. What happened The detailed background to this complaint is well known to both parties. So, I’l... (3 pages)View decision -
Decision Reference DRN-3918652
4 Apr 2023 First Central Insurance Management Limited Not upheldInsuranceDRN-3918652 The complaint Miss L complains that First Central Insurance Management Limited (“First Central”) unfairly cancelled her motor insurance policy. What happened For the year from mid-June 2022, Miss L took out a policy through First Central. The policy covered her as policyholder ... (3 pages)View decision -
Decision Reference DRN5366494
30 Sep 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaint Mr and Mrs C have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to remove a key feature from their Family SunTrust - the non-proportionate allocation of growth facility. They say AXA gave no indi... (5 pages)View decision -
Decision Reference DRN-3810885
28 Nov 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3810885 The complaint Mr D complains The Royal Bank of Scotland Plc (RBS) wouldn’t accept a Continuing Power of Attorney (CPOA) from him. Mr D brings this complaint with the assistance of his attorneys who are also his parents. For ease of read I shall mostly refer to these representat... (4 pages)View decision -
Decision Reference DRN4085897
5 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditThis complaint is about a Deed of Postponement that Lloyds Bank PLC agreed to execute in respect of a charge over property Mr and Mrs J owned. The property was the security for a debt owed to the bank. They say Lloyds took too long, as a result of which a re-mortga... (3 pages)View decision
