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 358528 results
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Decision Reference DRN-4856882
17 Jun 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4856882 The complaint Miss V is complaining that Advantage Finance Ltd (AFL) shouldn’t have lent to her – she says they were irresponsible in doing so. What happened In March 2018, Miss V took out a hire purchase agreement with AFL to finance the purchase of a vehicle. She paid a depos... (4 pages)View decision -
Decision Reference DRN-4856831
17 Jun 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-4856831 The complaint Mr M complains that Haven Insurance Company Limited (Haven) misled him into believing he was insured to drive other vehicles under his commercial motor insurance policy when he wasn’t. What happened Mr M has a commercial motor insurance policy underwritten by Have... (3 pages)View decision -
Decision Reference DRN-4696963
17 Jun 2024 Throgmorton Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4696963 The complaint Mr S has complained about the advice given to him by Throgmorton Financial Services Ltd (‘TFS’) to transfer his occupational defined benefit (‘DB’) pension to a personal pension held with Scottish Life. Mr S has stated that this advice was unsuitable and has cause... (6 pages)View decision -
Decision Reference DRN-4852581
17 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4852581 The complaint Mr G complains that despite arranging to collect cash in branch with Lloyds Bank PLC, it wasn’t ordered. When Mr G attended the branch to collect the cash, he found it was closed for construction work. What happened Mr G’s explained that at the end of November 202... (2 pages)View decision -
Decision Reference DRN-4809132
17 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4809132 The complaint H complains about a direct debit was collected from its account despite cancelling the instruction. H also complains that HSBC declined its refund request made under the direct debit indemnity scheme. What happened H had an existing contract with a business I’ll r... (3 pages)View decision -
Decision Reference DRN-4597800
17 Jun 2024 Skipton Building Society Not upheldMortgagesDRN-4597800 The complaint Miss F has complained about what happened when she discussed changing her mortgage interest rate product with Skipton Building Society. What happened Miss F had an existing mortgage with Skipton that was in two parts. The preferential interest rate products on the... (4 pages)View decision -
Decision Reference DRN-4851593
17 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4851593 The complaint Mr A has complained about a mortgage he holds with Mortgage Agency Services Number Five Limited (“MAS5”). He complains that: An interest rate loading was charged because MAS5 said he was renting the property out without their permission MAS5 didn’t comply with h... (6 pages)View decision -
Decision Reference DRN-4851485
17 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4851485 The complaint Ms M complains about Lloyds Bank PLC’s decision to approve her overdraft limit of £600. Ms M also complains about the interest, fees and charges applied to her overdraft over the years. What happened In May 2020 Ms M applied for an overdraft with Lloyds. In her ap... (3 pages)View decision -
Decision Reference DRN-4796440
17 Jun 2024 Vitality Life Limited Not upheldInsuranceDRN-4796440 The complaint Mrs W has complained that Vitality Life Limited declined her application for life with serious illness cover. What happened The background to this complaint is well known to the parties. In summary Mrs W complained when Vitality declined her application. It said i... (2 pages)View decision -
Decision Reference DRN-4744228
17 Jun 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4744228 The complaint Mr A complains Ageas Insurance Limited unfairly recorded an incident on an insurance industry database. What happened In April 2022 a third-party made a claim against Mr A’s Ageas motor insurance policy. The third-party ultimately withdrew the claim. In March 2023... (2 pages)View decision
