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 375119 results
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Decision Reference DRN-5187455
30 Jan 2025 OneSavings Bank Plc UpheldMortgagesDRN-5187455 The complaint Mr and Mrs K’s complaint is about the administration of their mortgage account by OneSavings Bank plc trading as Kent Reliance Property Loans (and referred to here as KRPL). Following a decision dated 29 January 2025 explaining which parts of the complaint I c... (4 pages)View decision -
Decision Reference DRN-4996444
30 Jan 2025 abrdn Financial Planning And Advice Limited Not upheldPensions and AnnuitiesDRN-4996444 The complaint Mr H complains that abrdn Financial Planning and Advice Limited (“abrdn”) has been deducting ongoing charges from his pension plan since 2011 but without providing him with any ongoing financial advice. He would like those payments to be refunded to him. What ... (4 pages)View decision -
Decision Reference DRN-5154808
30 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5154808 The complaint Mr S complains that U K Insurance Limited (“UKI”) has unfairly handled a legal expenses insurance (“LEI”) claim under a home insurance policy. Any reference to Mr S or UKI includes respective agents or representatives. What happened The background of this compl... (9 pages)View decision -
Decision Reference DRN-5154809
30 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5154809 The complaint Mr S complains that U K Insurance Limited (“UKI”) has unfairly handled a legal expenses insurance (“LEI”) claim under a home insurance policy. Any reference to Mr S or UKI includes respective agents or representatives. What happened The background of this compl... (9 pages)View decision -
Decision Reference DRN-5293168
30 Jan 2025 Ludlow Wealth Management Group Ltd UpheldPensions and AnnuitiesDRN-5293168 The complaint Mrs W complains that Ludlow Wealth Management Group Ltd trading as Ludlow & Co gave her unsuitable advice when they mis-sold her Freestanding Additional Voluntary Contribution (FSAVC) plan. She also said it failed to properly assess her attitude towards inv... (6 pages)View decision -
Decision Reference DRN-5062064
30 Jan 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5062064 The complaint Mr C complains Highway Insurance Company Limited (Highway) settled a third party claim under his motor insurance policy. What happened In July 2023 Mr C was contacted by the police as it was alleged his vehicle had been involved in an accident involving another... (3 pages)View decision -
Decision Reference DRN-5265206
30 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5265206 The complaint Ms M and Mr R complain about Royal & Sun Alliance Insurance Limited’s (“RSA”) decision to decline their claim for damage due to a storm, under their home building’s insurance policy. I’ll refer to Ms M in my decision for ease. What happened In October 2023 ... (3 pages)View decision -
Decision Reference DRN-4820144
30 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4820144 The complaint Mr A complains that BMW Financial Services (GB) Limited (BMWFS) trading as Alphera Financial Services wouldn’t let him reject a car. He would like to reject the car, cancel the credit agreement and receive a refund of monthly payments made. What happened The d... (2 pages)View decision -
Decision Reference DRN-5296343
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296343 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 8 October 2024 covered the details of Mr A’s testimony and timeline of the transacti... (5 pages)View decision -
Decision Reference DRN-5246303
30 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5246303 The complaint Mr K complains that when he called Nationwide Building Society his call dropped. He says Nationwide should increase its £15 compensation to £25. What happened Mr K called Nationwide on 11 November 2024, but the call dropped. Mr K complained to Nationwide about... (2 pages)View decision
