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 381082 results
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Decision Reference DRN-5139263
12 Nov 2024 Nationwide Building Society UpheldMortgagesDRN-5139263 The complaint Mr C and Ms D complain that Nationwide Building Society gave them incorrect information which resulted in them missing out on a lower interest rate product. What happened Mr C and Ms D have a mortgage with Nationwide. Their fixed interest rate product was due t... (4 pages)View decision -
Decision Reference DRN-5068108
12 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5068108 The complaint Mr E has complained, via his mother, that Lloyds Bank PLC (“Lloyds”) marked his savings account as dormant, resulting in him not earning interest for over 10 years. Mr E has also complained that, because his date of birth was incorrectly entered on Lloyds’s sys... (2 pages)View decision -
Decision Reference DRN-5053169
12 Nov 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-5053169 The complaint Mr W complains about lack of advice from True Potential Wealth Management LLP (TP) regarding taking his pension. He said he had to pay tax as a consequence of taking his pension. What happened Mr W complains about lack of advice from TP regarding taking his pen... (7 pages)View decision -
Decision Reference DRN-5137196
12 Nov 2024 Evolution Lending Limited UpheldMortgagesDRN-5137196 The complaint Mr and Mrs Y complain that Evolution Lending Limited irresponsibly lent them a second charge mortgage (secured loan). What happened Mr and Mrs Y have taken out a series of secured loans with Evolution – in September 2016, April 2017, June 2018 and September 202... (5 pages)View decision -
Decision Reference DRN-4938673
12 Nov 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4938673 The complaint X complains that First Central Underwriting Limited (“First Central”) cancelled his motor insurance policy unfairly. What happened X took out a motor insurance policy with First Central, which First Central subsequently cancelled because it said he had misrepres... (3 pages)View decision -
Decision Reference DRN-5140259
12 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5140259 The complaint and what happened Mr M has complained about Mitsubishi HC Capital UK Plc’s, trading as Novuna Personal Finance, (‘Mitsubishi’) response to a claim .he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of a... (7 pages)View decision -
Decision Reference DRN-5083177
12 Nov 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5083177 The complaint Mr S has complained about the valuation that his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), placed on his taxi after it was declared a total loss . What happened In June 2024 Mr S was involved in an accident which wasn’t his fault. ... (3 pages)View decision -
Decision Reference DRN-5054709
12 Nov 2024 Lloyds Bank PLC Not upheldMortgagesDRN-5054709 The complaint Mr S complains about incorrect information given to him by Lloyds Bank PLC about his mortgage. What happened Mr S took out a mortgage with Lloyds in 2008. Mr S’s mortgage was on a variable rate and there was a change in the interest rate. Lloyds recalculated hi... (3 pages)View decision -
Decision Reference DRN-5081464
12 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5081464 The complaint Mr B complains that Oodle Financial Services Limited trading as Oodle Car Finance failed to carry out adequate affordability checks before providing him with a hire purchase agreement. He says this has caused him financial hardship and he wants the payment he m... (3 pages)View decision -
Decision Reference DRN-5091074
12 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-5091074 The complaint Miss R complains that Santander UK Plc unfairly declined her application to port her mortgage. She had to pay an early repayment charge (ERC) when she repaid the mortgage and lost the benefit of the low interest rate. A family member, who I’ll refer to as Mr C,... (3 pages)View decision
