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 124 results
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Decision Reference DRN-3720871
3 Nov 2022 Age Partnership Limited UpheldMortgagesDRN-3720871 The complaint The estate of Mr C complains that Age Partnership Limited didn’t treat Mr C fairly when it gave him advice in respect of three equity release mortgages. Further, the estate considers that Age Partnership ought to have done more when he approached it for a fourth a... (12 pages)View decision -
Decision Reference DRN-3814967
7 Dec 2022 Santander UK Plc UpheldMortgagesDRN-3814967 The complaint Mr and Mrs M are unhappy that, when their interest-only mortgage term ended in 2014, Santander UK Plc would not extend the term. As a result, they took out an equity release mortgage, which they did not want. What happened I will summarise the complaint in less de... (5 pages)View decision -
Decision Reference DRN-3616626
1 Aug 2022 United Trust Bank Limited UpheldMortgagesDRN-3616626 The complaint Mr and Mrs M complain about a lack of support from United Trust Bank Limited, when they ran into difficulties paying off a bridging loan secured on their home. What happened In January 2020, Mr and Mrs M arranged a twelve month bridging loan, in the form of a mort... (6 pages)View decision -
Decision Reference DRN-3485713
24 May 2022 Nationwide Building Society UpheldMortgagesDRN-3485713 The complaint Mr and Mrs H are unhappy that Nationwide Building Society declined their application for a Later Life Mortgage (LLM). As a result, they had to raise funds elsewhere to carry out building work, and were caused distress and upset. To settle the complain they are ask... (4 pages)View decision -
Decision Reference DRN-3392720
25 Mar 2022 Key Retirement Solutions Limited UpheldMortgagesDRN-3392720 The complaint Mrs F’s complaint is that a lifetime mortgage sold to Mrs F and the late Mr F in 2003 by Key Retirement Solutions Limited was mis-sold. This is because Mrs F’s attorney doesn’t believe Mrs F and the late Mr F needed most of the money borrowed. He also doesn’t beli... (7 pages)View decision -
Decision Reference DRN-3236194
5 Jan 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3236194 The complaint This complaint is about a Woolwich-branded mortgage Mrs and Mr H used to hold with Barclays Bank UK PLC. The mortgage ended in 2016, but they still owed Barclays around £95,000 on a secured overdraft. The overdraft was then put on a repayment plan, which Mrs and M... (3 pages)View decision -
Decision Reference DRN-3315085
22 Apr 2022 Responsible Life Limited UpheldMortgagesDRN-3315085 The complaint This complaint is about two further advances on an equity release lifetime mortgage that Mr and Mrs G took out through Responsible Life Limited. The mortgage was originally held jointly. Mr G passed away in January 2019 at which point the mortgage transferred into... (6 pages)View decision -
Decision Reference DRN-3487676
28 Jun 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3487676 The complaint Mrs M complains that she was mis-sold a whole-of-life policy by St James’s Place Wealth Management Plc (“SJP”). Specifically, she’s unhappy that she wasn’t told it was reviewable. What happened In 2011, Mrs M sought advice from SJP. She says her husband had taken ... (4 pages)View decision -
Decision Reference DRN-3325516
21 Feb 2022 National Westminster Bank Plc UpheldMortgagesDRN-3325516 The complaint Ms D and Mr L complain about their declined mortgage application through National Westminster Bank Plc. The reason behind the refusal was their source of deposit, which they say NatWest should have asked them about sooner. What happened Mr L approached NatWest to ... (4 pages)View decision -
Decision Reference DRN-3701445
14 Sep 2022 Prudential Lifetime Mortgages Limited UpheldMortgagesDRN-3701445 The complaint Mr and Mrs L’s attorneys, on their behalf, complain that the early repayment charge (ERC) on a lifetime mortgage with Prudential Lifetime Mortgages Limited is too high. What happened In 2008, Mr and Mrs L took out a lifetime mortgage with Prudential f... (7 pages)View decision