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 360982 results
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Decision Reference DRN-4900020
11 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4900020 The complaint Mr and Mrs S’s complaint arises out of their mortgage account with Bank of Scotland PLC (referred to here as BOS). Mrs S, who has dealt with the complaint throughout, is unhappy that BOS won’t agree to a term extension on the interest-only part of the mortgage ... (5 pages)View decision -
Decision Reference DRN-5040660
11 Nov 2024 abrdn Investments Limited UpheldInvestmentsDRN-5040660 The complaint Mrs C complains that, when she instructed abrdn Alternative Funds Limited (“abdrn”) to sell her investments and pay her the proceeds, it delayed the payment. She needed the money to pay her care home fees, so she says the delay was very upsetting and stressful.... (2 pages)View decision -
Decision Reference DRN-5094452
11 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5094452 The complaint Mr B complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim on his motor insurance policy after his car was classed a total loss. What happened Mr B made a claim on his motor insurance policy after his car was damaged in an incide... (3 pages)View decision -
Decision Reference DRN-4835588
11 Nov 2024 The Baxendale Insurance Company dac UpheldInsuranceDRN-4835588 The complaint Mrs R complains about how The Baxendale Insurance Company DAC (“Baxendale”) has handled her claim under her Transit and Storage Insurance policy. What happened In 2023 Mrs R arranged for her goods to be packed and then transported as she was moving ... (4 pages)View decision -
Decision Reference DRN-4651406
11 Nov 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4651406 The complaint Mr M complains that Ocaso SA, Compania de Seguros y Reaseguros have provided poor service when carrying out reair work following an escape of water and haven’t covered all his losses. What happened Mr M held a buildings insurance policy with Ocaso for his flat... (5 pages)View decision -
Decision Reference DRN-5135371
11 Nov 2024 Capital Home Loans Limited UpheldMortgagesDRN-5135371 The complaint Mr L complains that Capital Home Loans trading as CHL Mortgages unfairly declined his request to extend the term of his mortgage. What happened Mr L has an interest only mortgage with CHL with the term due to end in 2027. In June 2023, Mr L asked CHL to extend ... (3 pages)View decision -
Decision Reference DRN-5060677
11 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5060677 The complaint Mr and Mrs B complain that when Mrs B made a claim on their legal expenses insurance, Royal & Sun Alliance Insurance Limited (“RSA”) only paid costs from 15 June 2023. She says costs should be paid from 1 April 2023. Where I refer to RSA, this includes its ... (3 pages)View decision -
Decision Reference DRN-5093145
11 Nov 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-5093145 The complaint Mrs M complains National Savings and Investments (NS&I) closed her savings account without her authority and failed to investigate this properly. What happened Mrs M says she held a savings account with NS&I which she hadn’t used for some time and on ma... (2 pages)View decision -
Decision Reference DRN-5023543
11 Nov 2024 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5023543 The complaint Mr B’s complaint about The Royal Bank of Scotland Plc (RBS) relates to his mortgage coming to the end of its term in February 2024 and his attempts to seek to extend it on fresh terms. What happened Mr B obtained a mortgage from RBS in February 2004. In April ... (3 pages)View decision -
Decision Reference DRN-5099656
11 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5099656 The complaint Mr S complains about how Marshmallow Insurance Limited (“Marshmallow”) handled his car insurance claim and the settlement amount it paid. What happened In November 2023 Mr S contacted Marshmallow to make a claim because his car was stolen. Marshmallow dealt wi... (3 pages)View decision
