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 360264 results
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Decision Reference DRN-5109201
27 Nov 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5109201 The complaint Mr and Mrs F’s complaint is about their offset mortgage with Barclays Bank UK PLC, which they took out in 2011. They believe that as Barclays has taken payments that have reduced the balance on the interest-only mortgage, the mortgage was mis-sold. This is beca... (3 pages)View decision -
Decision Reference DRN-5049685
27 Nov 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5049685 The complaint Mr and Mrs W complain that Zurich Insurance Company Ltd (“Zurich”) declined their claim for a storm damaged garden wall, under their home buildings insurance policy. I’ll refer to Mrs W for ease in my decision. What happened On 9 December 2023 a wall that forme... (3 pages)View decision -
Decision Reference DRN-5171942
27 Nov 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5171942 The complaint Mr H has complained that Scottish Equitable Plc trading as Aegon gave him wrong information about how his pension plan would be invested after he’d reached his nominated retirement age. Mr H claims that he’s suffered a financial loss as a result. What happened... (10 pages)View decision -
Decision Reference DRN-5100090
27 Nov 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-5100090 The complaint Mr A complains that J D Williams & Company Limited trading as Fashion World (‘FW’) unfairly calculated his minimum payments on his revolving retail credit account. He’s concerned about how this might detrimentally affect him, as well as FW’s other customers... (3 pages)View decision -
Decision Reference DRN-4960237
27 Nov 2024 Pepper (UK) Limited Not upheldMortgagesDRN-4960237 The complaint Mr and Mrs M are unhappy that Pepper (UK) Limited will not offer them a new fixed interest rate product on their mortgage when the existing one ends in December 2024. What happened Mr and Mrs M took out their mortgage in 2006 on an interest-only basis over a te... (2 pages)View decision -
Decision Reference DRN-5152559
27 Nov 2024 Bradford & Bingley Limited Not upheldInvestmentsDRN-5152559 The complaint Mr and Mrs Cs complaint relates to two mortgage endowment policies they were sold by Bradford & Bingley Limited (B&B). They believe that the policies were mis-sold to them as they were led to believe the policies would reach their target values at the e... (3 pages)View decision -
Decision Reference DRN-5173734
27 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5173734 The complaint Mrs T complains that Red Sands Insurance Company (Europe) Limited unfairly declined a claim under her pet insurance policy and added exclusions retrospectively. Where I refer to Red Sands, this includes the actions of its agents and claims handlers for which i... (4 pages)View decision -
Decision Reference DRN-4748965
27 Nov 2024 Black Horse Limited Not upheldConsumer CreditDRN-4748965 The complaint Mr A complains that a car acquired with finance from Black Horse Limited (‘Black Horse’) wasn’t of satisfactory quality. Mr A is represented in this complaint by his solicitors, but for ease of reference I have referred to Mr A throughout this decision. What ha... (2 pages)View decision -
Decision Reference DRN-5173506
27 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5173506 The complaint Mr and Mrs H complain that Admiral Insurance (Gibraltar) Limited unfairly rejected a claim under their home insurance policy. For simplicity, and because most of the information about the complaint has been provided by Mrs H, I’ll refer mainly to her from here ... (5 pages)View decision -
Decision Reference DRN-4947233
27 Nov 2024 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-4947233 The complaint Mr K complains about complains about how Allied World Assurance Company (Europe) dac (‘Allied World’) responded to a claim he made under a residential landlord’s property insurance policy. A lot of Mr K’s dissatisfaction stems from the actions of agents acting ... (4 pages)View decision
