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 361839 results
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Decision Reference DRN-4600341
6 Feb 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4600341 The complaint Mr R complains that he was charged a large Early Repayment Charge (“ERC”) when he bought his new home and paid off his mortgage with The Co-operative Bank Plc trading as Britannia. Mr R didn’t think that was fair, and he wanted this money back. What happened Mr R ... (6 pages)View decision -
Decision Reference DRN-4556441
6 Feb 2024 AJH Financial Services Ltd UpheldPensions and AnnuitiesDRN-4556441 The complaint Mr D complains about the advice AJH Financial Services Ltd (‘AJH’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice wasn’t suitable for him and believes it has caused a finan... (6 pages)View decision -
Decision Reference DRN-4503876
6 Feb 2024 John Robert Cox Not upheldInsuranceDRN-4503876 The complaint Ms C complains about the service she received from John Robert Cox trading as Insurance- Desk Services (“IDS”) which she says delayed her making a claim on her legal expenses insurance. What happened Ms C has a property that was rented out to tenants. She took ou... (2 pages)View decision -
Decision Reference DRN-4486426
6 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4486426 The complaint Mr D complains National Westminster Bank Plc are culpable for him making a £2,500 payment to a non-existent account. What happened Mr D says that on 11 April 2023 he made an error when he created a payment to a non- existing bank account and paid it £2,500, but Na... (3 pages)View decision -
Decision Reference DRN-4366807
6 Feb 2024 Landmark Mortgages Limited Not upheldMortgagesDRN-4366807 The complaint This complaint is brought by the executors of the late Mr M’s estate, in relation to an equity release lifetime mortgage Mr M and his late wife (Mrs M) had taken out in. One of the joint executors, Mr W, has dealt with the complaint throughout with the consent of ... (2 pages)View decision -
Decision Reference DRN-4600227
6 Feb 2024 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4600227 The complaint Mr M has complained that FUND OURSELVES LIMITED trading as Fund Ourselves (“Fund Ourselves”) gave him loans without carrying out sufficient affordability checks. Mr M has also complained that after entering a Debt Respite Scheme, Fund Ourselves continued to charge... (7 pages)View decision -
Decision Reference DRN-4494756
6 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4494756 The complaint Mr B complains that TSB Bank plc hasn’t paid him an incentive payment when he used the Current Account Switch Service (CASS). What happened From 10 July 2023 to 18 August 2023 TSB promoted a £200 account switch offer to new customers. The incentive was payable in ... (3 pages)View decision -
Decision Reference DRN-4574746
6 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4574746 The complaint Mrs C complains that Aviva Insurance Limited unfairly declined a claim she made under her home insurance (buildings) policy. Aviva is the underwriter of this policy, and the underwriter is responsible for complaints about claims. Part of this complaint is about wh... (3 pages)View decision -
Decision Reference DRN-4600351
6 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4600351 The complaint Mr and Mrs C complain that Mrs C was removed from their joint account with National Westminster Bank Plc, and instead Mr C was linked to a third party, who was unknown to either of them. Mrs C said this was distressing, and took a long time to sort out. What happe... (3 pages)View decision -
Decision Reference DRN-4332469
6 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4332469 The complaint Ms B has complained that Metro Bank PLC (“Metro Bank”) closed her account without giving her a reason why. What happened On 19 May 2023 Metro Bank wrote to Ms B to say it had reviewed her accounts and decided that it no longer wanted Ms B as a customer. It explain... (2 pages)View decision
