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 366874 results
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Decision Reference DRN-5043385
2 Oct 2024 Pepper (UK) Limited Not upheldMortgagesDRN-5043385 The complaint Mr S complains that Pepper (UK) Limited trading as Engage Credit changed his mortgage from capital repayment to interest only. He also complains that the interest rate on the mortgage is much higher than it should be. What happened Mr S took out a mortgage with... (4 pages)View decision -
Decision Reference DRN-4971397
2 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4971397 The complaint Mr R complains that Accredited Insurance (Europe) Limited (“Accredited”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2011. A previous owner added... (3 pages)View decision -
Decision Reference DRN-4800137
2 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4800137 The complaint Mrs L’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, who were Hitachi Capital (UK) Plc, and who I’ll refer to as Mitsubishi acted unfairly and unreasonably by (1) participating in an unfair credit relationship with them under Section 140A of the... (4 pages)View decision -
Decision Reference DRN-4713211
2 Oct 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4713211 The complaint Mr D complains that Financial Administration Services Limited, trading as Fidelity, didn’t transfer the interest on his cash balance when he transferred his ISA to a new provider. He says Fidelity didn’t communicate with him, which caused him upset and inconven... (3 pages)View decision -
Decision Reference DRN-4915019
2 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4915019 The complaint Mr P complains that he was unable to access online banking through National Westminster Bank Plc’s (“NW”) mobile App impacting the payment of his bills and that it applied a block to his card causing embarrassment when shopping. What happened Mr P says he was ... (3 pages)View decision -
Decision Reference DRN-4862406
2 Oct 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4862406 The complaint Mr G complains about the service he received from Prepay Technologies Ltd trading as Prepay Solutions (“Monese Bank”) regarding a credit that was due into his account. In particular he is unhappy that there were significant delays with this and the information ... (3 pages)View decision -
Decision Reference DRN-4875144
2 Oct 2024 Legal & General Home Finance Limited Not upheldMortgagesDRN-4875144 The complaint Mr and Mrs A’s complaint is about a lifetime equity release mortgage taken out with Legal & General Home Finance Limited (L&G). Mr A (who has dealt with the complaint throughout with the consent of Mrs A) says that L&G’s solicitors failed to inform... (4 pages)View decision -
Decision Reference DRN-4947299
2 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4947299 The complaint Ms S has complained about the way Advantage Insurance Company Limited administered her motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of thi... (2 pages)View decision -
Decision Reference DRN-5055289
2 Oct 2024 Alexander Hall Associates Limited UpheldMortgagesDRN-5055289 The complaint Ms C complains about mortgage advice she received from Alexander Hall Associates Limited. What happened In 2022, Ms C received planning permission to demolish her property and build a new, larger, property on the same plot. Ms C decided that she needed finance ... (11 pages)View decision -
Decision Reference DRN-5055940
2 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5055940 The complaint Mr L and Mrs L complain that Aviva Insurance Limited have unfairly declined their claim for water damage to their property. What happened Mr L and Mrs L held a buildings insurance policy with Aviva for their home. In August 2023 they made a claim under their ... (3 pages)View decision
