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 352408 results
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Decision Reference DRN-4365465
8 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4365465 The complaint Mr T complains that Bank of Scotland plc (“BOS”) have failed to refund the money he lost as part of an investment scam. Mr T has a representative but for ease of reading I will mainly just refer to Mr T. What happened The details of this complaint are well known t... (3 pages)View decision -
Decision Reference DRN-4430951
8 Mar 2024 Quilter Financial Planning Solutions Limited UpheldInvestmentsDRN-4430951 The complaint Ms K is unhappy about the advice she was given in 2021 by Quilter Financial Planning Solutions Limited (‘Quilter’). She says she did not want to take huge risks with her investments. And she understood that an investment with a balanced risk would not be volatile.... (5 pages)View decision -
Decision Reference DRN-4667465
8 Mar 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4667465 The complaint Mr G complains that ReAssure Limited mis-sold his personal pension and didn’t treat him fairly in connection with a review it subsequently carried out. He’s also unhappy about the time taken to pay his pension benefits when he opted to cash his policies in. Mr G’s... (8 pages)View decision -
Decision Reference DRN-4572351
8 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4572351 The complaint Mr K complains that National Westminster Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In around May 2022, Mr K was contacted by a company who said they could help him recover some of the money he had lost following a prev... (3 pages)View decision -
Decision Reference DRN-4454208
8 Mar 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4454208 The complaint Mr B complains about his experience when trying to make an overpayment towards his mortgage with HSBC UK Bank Plc (HSBC). What happened Mr B has a mortgage with HSBC, payable on interest only terms. His current mortgage offer dated 16 September 2014 says that the ... (3 pages)View decision -
Decision Reference DRN-4665296
8 Mar 2024 Gain Credit LLC UpheldConsumer CreditDRN-4665296 The complaint Mr R complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out the correct affordability checks. Had it made better checks, he says it would’ve likely discovered he had defaults recorded on his credit file and ... (7 pages)View decision -
Decision Reference DRN-4614714
8 Mar 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4614714 The complaint Mrs K complains about the way Domestic & General Insurance Plc (“D&G”) handled a claim made on her household warranty policy. Any reference to D&G includes the actions of its agents. What happened Mrs K took out a household warranty policy for her was... (3 pages)View decision -
Decision Reference DRN-4665584
8 Mar 2024 National Westminster Bank Plc UpheldMortgagesDRN-4665584 The complaint Mrs L and Mr L complain that National Westminster Bank Plc has destroyed, apparently without reference to them, both the original deeds to their property, and some associated documents held with them, which Mrs L in particular had wished to retain. What happened W... (5 pages)View decision -
Decision Reference DRN-4626075
8 Mar 2024 Forester Life Limited UpheldInvestmentsDRN-4626075 The complaint Mr W complains about the redress offered by Forester Life Limited trading as Foresters Financial (referred to as “Foresters”) in respect of a mistake that it made. Mr W doesn’t think that the offer made is fair or reasonable and would like the 8% interest payment ... (4 pages)View decision -
Decision Reference DRN-4630825
8 Mar 2024 Grattan Plc UpheldConsumer CreditDRN-4630825 The complaint Mrs M says Grattan Plc, trading as Look Again (“Look Again”), irresponsibly lent to her. She has requested that the interest and late payment charges she paid be refunded. What happened This complaint is about a catalogue shopping account provided by Look Again to... (3 pages)View decision
