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 369228 results
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Decision Reference DRN-4822583
3 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4822583 The complaint Mrs J complains about the interest rate Mortgage Agency Services Number Five Limited (MAS5) charged on her mortgage account. She complains the interest rate was increased unfairly from 2009 onwards. What happened Mrs J took out an interest only mortgage in 2007. T... (5 pages)View decision -
Decision Reference DRN-4782300
3 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4782300 The complaint Mr S complains that Bank of Scotland plc trading as Halifax lent to him irresponsibly. What happened In November 2014, Mr S opened a credit card account with Halifax. It had an initial credit limit of £1,000 which was increased to £1,500 in May 2017. Mr S says at ... (3 pages)View decision -
Decision Reference DRN-4829449
3 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4829449 The complaint Mr S complains Admiral Insurance (Gibraltar) Limited didn’t handle a claim against his contents insurance policy fairly. What happened In March 2023 Mr S reported the loss of his phone to Admiral. Admiral ultimately accepted the claim and paid Mr S £1,268 (the val... (2 pages)View decision -
Decision Reference DRN-4828214
3 Jun 2024 Halifax Share Dealing Limited UpheldInvestmentsDRN-4828214 The complaint Mr G complains Halifax Share Dealing Limited (HSDL) misplaced £50,000 he’d raised through selling shares held on its platform. What happened Mr G held a portfolio of shares with HSDL. He ordered the sale of £50,000 worth of these shares and was given confirmation ... (3 pages)View decision -
Decision Reference DRN-4519096
2 Jun 2024 Suffolk Life Pensions Limited Not upheldPensions and AnnuitiesDRN-4519096 The complaint Mr D’s complaint is about his Self-Invested Personal Pension (‘SIPP’), administered by Suffolk Life Pensions Limited trading as Curtis Banks Pensions (‘CBP’), and a Lifetime Allowance Tax Charge (‘LATC’) he incurred in the SIPP at age 75. The SIPP was a ‘master pl... (6 pages)View decision -
Decision Reference DRN-4713594
2 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4713594 The complaint Mr K complains about Advantage Insurance Company Limited’s (“Advantage”) decision to decline his claim under his car insurance policy. What happened Mr K says he was involved in an accident that wasn’t his fault. He made a claim under his policy, but Advantage dec... (4 pages)View decision -
Decision Reference DRN-4829219
2 Jun 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4829219 The complaint Mr and Mrs P’s complaint about Barclays Bank UK PLC (Barclays) relates to the loss of their title deeds which had been entrusted to Barclays for their safekeeping. What happened Mr and Mrs P took out a mortgage on their home with Barclays in 1986. The title deeds ... (3 pages)View decision -
Decision Reference DRN-4829169
1 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4829169 The complaint Mr K complains that esure Insurance Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, first registered in 2016. For the year from August 2023, Mr K had the car insur... (4 pages)View decision -
Decision Reference DRN-4725188
31 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4725188 The complaint Mr F complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened The details of what happened are well known to all parties, so I won’t ... (3 pages)View decision -
Decision Reference DRN-4728910
31 May 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4728910 The complaint Miss F complains that Red Sands Insurance Company (Europe) Limited unfairly increased her pet insurance premium. Red Sands is the insurer for Miss F’s policy and is responsible for this complaint. My references to Red Sands include its agents acting on its behalf.... (3 pages)View decision
