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 280 results
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Decision Reference DRN-2052570
13 Jan 2021 Age Partnership Limited Not upheldMortgagesDRN-2052570 The complaint Mr T says that he didn’t receive the cashback he was expecting upon completion of an equity release mortgage he applied for through Age Partnership Limited. The details of this complaint are well known to both parties so I won’t repeat them again here. Instead I’l... (3 pages)View decision -
Decision Reference DRN-2412093
18 Jan 2021 Aviva Equity Release UK Limited Not upheldMortgagesDRN-2412093 The complaint This complaint is about an equity release mortgage Mr and Mrs E took out in 2014 with Aviva Equity Release UK Limited. Mr and Mrs E complain that Aviva should not have lent them the money. What happened This is one of a pair of linked complaints, as Mr and Mrs E h... (4 pages)View decision -
Decision Reference DRN-2941495
11 Oct 2021 Personal Touch Financial Services Ltd Not upheldMortgagesDRN-2941495 The complaint This complaint is about an equity release mortgage that was sold to Mrs L by an appointed representative of Personal Touch Financial Services Ltd. Mrs L sadly died in August 2020 and the complaint has been brought by her estate. Mrs L’s daughter – who I’ll refer t... (6 pages)View decision -
Decision Reference DRN-2338659
20 Apr 2021 Legal & General Home Finance Limited Not upheldMortgagesDRN-2338659 The complaint Mr and Mrs R are unhappy that the terms of their equity release mortgage held with Legal & General Home Finance Limited (“L&G”) do not allow them to pay off the interest on the loan. They are also unhappy that the account is not split into two separate acc... (4 pages)View decision -
Decision Reference DRN-3085833
30 Dec 2021 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-3085833 The complaint The executor of the estate of the late Mr D has complained that a lifetime mortgage that Mr D took out with Aviva Life & Pensions UK Limited was mis-sold. The complaint has been dealt with throughout by Mr P who is a mortgage adviser acting on behalf of the ex... (7 pages)View decision -
Decision Reference DRN-2622528
22 Mar 2021 Aviva Equity Release UK Limited Not upheldMortgagesDRN-2622528 The complaint Mrs B has complained about the interest rate applied to her equity release mortgage with Aviva Equity Release UK Limited. To settle the complaint, Mrs B wants Aviva to pay compensation equivalent to overcharged interest. The complaint has been brought on Mrs B’s b... (3 pages)View decision -
Decision Reference DRN-2977296
14 Oct 2021 Aviva Equity Release UK Limited Not upheldMortgagesDRN-2977296 The complaint This complaint’s about an equity release lifetime mortgage that Mrs E took out in 2003 with Aviva Equity Release UK Limited. She complains that Aviva levied an early repayment charge (ERC) when she sold her house and redeemed the mortgage. The complaint has been b... (3 pages)View decision -
Decision Reference DRN-2303914
9 Feb 2021 Sixty Plus Ltd Not upheldMortgagesDRN-2303914 The complaint Mr and Mrs M have complained that an equity release mortgage was mis-sold to them by Sixty Plus Ltd. Mr M, who has dealt with the complaint throughout, says that Sixty Plus never explained to them how the early repayment charge (ERC) worked. Mr and Mrs M are askin... (5 pages)View decision -
Decision Reference DRN-3086250
9 Dec 2021 Pearl Group Management Services Limited Not upheldMortgagesDRN-3086250 The complaint Mrs C’s complaint is about an equity release mortgage, originally taken out in 2004 on the advice of an independent financial adviser with a lender I will call N, transferred to a different business in March 2012 and transferred again in February 2018 to Pearl Gro... (3 pages)View decision -
Decision Reference DRN-2399785
15 Mar 2021 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-2399785 The complaint This complaint has been brought by the Executors of the estate of the late Mrs B, who passed away in November 2019. The Executors have authorised Mrs B’s daughter, Mrs F, to conduct the complaint on behalf of the estate. The complaint is against Aviva Life & P... (4 pages)View decision