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 354447 results
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Decision Reference DRN-5089866
17 Dec 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5089866 The complaint Mr K complains that The Royal London Mutual Insurance Society Limited (RL) failed to pay him tax free cash before sending his funds to set up an annuity. What happened Mr K said he made clear to RL that he wanted to take his tax-free cash and use the remainder ... (6 pages)View decision -
Decision Reference DRN-4997990
17 Dec 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4997990 The complaint Ms M complains about Liverpool Victoria Financial Services Limited’s decision to decline her claim for permanent total disability benefit under her life and critical illness policy. What happened The history to this complaint is well known to the parties, so I... (5 pages)View decision -
Decision Reference DRN-5212162
17 Dec 2024 National Westminster Bank Plc UpheldMortgagesDRN-5212162 The complaint Mr and Mrs N complain that National Westminster Bank Plc (“NatWest”) has treated them unfairly. They say that it refused to convert their mortgage from capital repayment to interest- only or offer any other support and forbearance during their period of financi... (8 pages)View decision -
Decision Reference DRN-4918203
17 Dec 2024 Murphy Wealth Limited UpheldPensions and AnnuitiesDRN-4918203 The complaint Mr M complains that Murphy Wealth Limited (‘MW’) increased its ongoing advice fee contrary to his agreement with it and without his consent. What happened Mr M appointed MW as his financial adviser in 2020 for the purposes of receiving advice about transferrin... (4 pages)View decision -
Decision Reference DRN-5095535
17 Dec 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5095535 The complaint Mr B complains that Tesco Personal Finance PLC incorrectly defaulted his credit card account. What happened Mr B says Tesco was notified by a debt charity that he had been given “Breathing Space” from his credit card repayments, but that Tesco continued to def... (2 pages)View decision -
Decision Reference DRN-5218496
17 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5218496 The complaint Mr B complains that Barclays Bank UK PLC unfairly reduced the reserve facility on his mortgage current account. And that it subsequently reported missed payments to credit reference agencies that he had no knowledge were due. What happened In 2003 Mr B took a ... (6 pages)View decision -
Decision Reference DRN-5051605
17 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5051605 The complaint Ms C complains that HSBC Bank Plc blocked her account with it. As a result, she was unable to complete a house purchase when she had planned to do so. What happened In May 2024 Ms C was in the process of buying a house. On 15 May 2024 a relative transferred £13... (2 pages)View decision -
Decision Reference DRN-5201055
17 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5201055 The complaint Mr A complains that Santander UK Plc did not record that he had accepted its offer of anew interest rate product. As a result, the new product was not put in place. What happened Mr A has a mortgage with Santander. On 25 March 2024, Santander issued an offer fo... (2 pages)View decision -
Decision Reference DRN-5162014
17 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5162014 The complaint Mr E complains that Vanquis Bank Limited irresponsibly lent to him. What happened Mr E had a Vanquis credit card which had a £150 credit limit. Vanquis increased the credit limit to £550. Mr E says that the credit limit increase was irresponsibly lent to him as... (3 pages)View decision -
Decision Reference DRN-5217276
17 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5217276 The complaint Mr T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after he fell victim to a scam. He’s asked Monzo to reimburse his loss, along with interest and £250 compensation. What happened Both parties are aware of the circumstances of the compl... (4 pages)View decision
