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
-
Decision Reference DRN-5069865
26 Nov 2024 National Westminster Bank Plc UpheldMortgagesDRN-5069865 The complaint This complaint’s about a mortgage Mrs and Mr P hold with National Westminster Bank Plc (NatWest). The essence of their complaint is that NatWest failed to tell them the correct monthly payment they’d be paying on a new five-year fixed rate deal when they commit... (3 pages)View decision -
Decision Reference DRN-4813676
26 Nov 2024 HSBC UK Bank Plc Not upheldInvestmentsDRN-4813676 The complaint Mr S approached HSBC UK Bank Plc to invest £150,000. He complains that HSBC was unprofessional, didn’t honour its promises and staff were poor communicators and so in the end he did not go ahead with the investment. The matter caused him distress and inconvenie... (2 pages)View decision -
Decision Reference DRN-5170024
26 Nov 2024 Elmco Ltd UpheldMortgagesDRN-5170024 The complaint This complaint is about an abortive attempt Mr and Mrs H made to secure a mortgage through Elmco Ltd trading as The Mortgage Brain (hereafter referred to as Elmco). They were eventually turned down for a mortgage by several lenders, but only after they had pai... (5 pages)View decision -
Decision Reference DRN-5108676
26 Nov 2024 Allianz Insurance Plc Not upheldInsuranceDRN-5108676 The complaint M, a limited company complains Allianz Insurance Plc didn’t identify an error in the information it was presented with when agreeing cover for M’s business protection insurance policy. What happened In October 2020 M took out insurance with Allianz through a br... (2 pages)View decision -
Decision Reference DRN-5169895
26 Nov 2024 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5169895 The complaint Mr W complained about advice he was given to transfer the benefits of a deferred defined- benefit (DB) pension scheme to a type of personal pension. He says the advice, which was provided in December 2017, was unsuitable for him and believes this has caused him... (8 pages)View decision -
Decision Reference DRN-5096430
26 Nov 2024 Pennymatters Limited Not upheldInsuranceDRN-5096430 The complaint Mr H complains that Pennymatters Limited mis-sold him a life and critical illness insurance policy. What happened In 2014 Mr H took out a life and critical illness policy. He was advised about the suitability of the policy by Pennymatters. In 2023 Mr H made a c... (3 pages)View decision -
Decision Reference DRN-4728629
26 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4728629 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. ... (2 pages)View decision -
Decision Reference DRN-5133088
26 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5133088 The complaint Miss D complains Vanquis Bank Limited irresponsibly increased her credit limit to £1,000. What happened Miss D was approved for a Vanquis credit card with a £250 credit limit. The credit limit was increased to £1,000 in July 2018. Miss D says it was irresponsib... (2 pages)View decision -
Decision Reference DRN-4841299
26 Nov 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4841299 The complaint Mrs C has complained that Phoenix Life Limited is unable to confirm what has happened to pension funds she held with it. What happened The investigator who considered this matter set out the background to the complaint in his assessment of the case. I’m broadly... (5 pages)View decision -
Decision Reference DRN-4753134
26 Nov 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4753134 Complaint Mr K has complained about the quality of a car that N.I.I.B. Group Limited (trading as “Northridge” Finance) supplied to him through a hire-purchase agreement. Background In January 2023, Northridge provided Mr K with finance for a used car. The car was just aroun... (6 pages)View decision
