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 370904 results
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Decision Reference DRN-4884282
10 Sep 2024 Life and Easy Limited UpheldInsuranceDRN-4884282 The complaint Mr and Mrs E are unhappy that Life and Easy Limited trading as FYB mis-sold them a life and critical illness policy (‘the policy’). What happened Life and Easy Limited sold the policy to Mr and Mrs E in 2018 and that included upgraded critical illness benefit ... (3 pages)View decision -
Decision Reference DRN-4970618
10 Sep 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-4970618 The complaint Mr B complains that Advanced Payment Solutions Limited blocked and then closed his account and that it has not returned to him all the money held on the account. What happened Mr B held an account with Cashplus, which he used, amongst other things, for trading ... (3 pages)View decision -
Decision Reference DRN-4914521
10 Sep 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4914521 The complaint Mr K complains about poor service provided to him by Metro Bank PLC (‘Metro’) during a phone call. What happened Mr K phoned Metro and asked to be taken through verification and put through to the disputes department. During the call, he objected to the call h... (3 pages)View decision -
Decision Reference DRN-4825859
10 Sep 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4825859 The complaint Mr M complains that Lloyds Bank PLC misled him to believe that his lower payment arrangement would continue without further review whilst he was in financial difficulties. What happened Mr M has had a mortgage with Lloyds since 2005. Mr M suffered a heart attac... (3 pages)View decision -
Decision Reference DRN-4993697
10 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4993697 The complaint Mr D complains that Bank of Scotland trading as Halifax has treated him unfairly by giving him an overdraft on his account. What happened Halifax granted Mr D an overdraft facility on his account in October 2018 for £500. The overdraft facility’s credit limit ... (3 pages)View decision -
Decision Reference DRN-4759894
10 Sep 2024 Rooftop Mortgages Limited Not upheldMortgagesDRN-4759894 The complaint Mrs S’s complaint is about her mortgage account with Rooftop Mortgages Limited. In particular, Mrs S is unhappy about the following matters: Rooftop wasn’t able to locate the title deeds, as a result of which Mrs S says she lost out on the sale of the proper... (4 pages)View decision -
Decision Reference DRN-4947559
10 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4947559 The complaint Ms K complains HSBC UK Bank Plc (“HSBC”) failed to show it sent payment as instructed to her nominated Russian account in February 2022. Ms K adds HSBC refuses to send her confirmation it was sent, it wasn’t subject to any restrictions, and send an official let... (9 pages)View decision -
Decision Reference DRN-4988252
10 Sep 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4988252 The complaint Mr W is unhappy with the amount AXA Insurance UK Plc, trading as Moja, quoted him to renew his motor insurance policy. What happened Mr W held a motor insurance policy with Moja. In March 2024, Moja invited Mr W to renew his policy for another year. Mr W thou... (3 pages)View decision -
Decision Reference DRN-5012690
10 Sep 2024 Santander UK Plc UpheldMortgagesDRN-5012690 The complaint Mr and Mrs C complain that Santander UK Plc declined their mortgage application. They say this was unfair. They’re also unhappy about the time taken by Santander to review their application, the number of searches it carried out and its response to their subjec... (3 pages)View decision -
Decision Reference DRN-4863963
10 Sep 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4863963 The complaint Mr T says The Prudential Assurance Company Limited (Prudential) is responsible for a reduction in the transfer value of his deferred annuity policy. What happened Mr T holds a deferred annuity policy with Prudential. In 2021 Prudential provided a transfer valu... (3 pages)View decision
