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-4590405
30 Jan 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4590405 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) wrongly reversed a direct debit indemnity refund and recorded a default on his credit file. What happened Mr M had a car finance agreement with another business. The repayments under the finance agreement we... (4 pages)View decision -
Decision Reference DRN-4559701
30 Jan 2024 Pensionhelp Limited Not upheldPensions and AnnuitiesDRN-4559701 The complaint Mr H complains that Pensionhelp Limited (Pensionhelp) gave him unsuitable advice to transfer three Occupational Pension Schemes (OPS) into a Small Self-administered Scheme (SSAS). And he subsequently made significant investment losses upon advice by a separate unr... (9 pages)View decision -
Decision Reference DRN-4205351
30 Jan 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-4205351 The complaint Mrs N and Mr N complain about the way The Mortgage Works (UK) Plc (TMW) applied overpayments to their mortgage balance. What happened Mrs N and Mr N had a mortgage with TMW that they were planning to redeem in 2022. In May 2022 Mr N spoke to TMW to ask about the o... (3 pages)View decision -
Decision Reference DRN-4516159
30 Jan 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4516159 The complaint Mr and Mrs S have complained that Legal and General Assurance Society Limited (“L&G”) cancelled their joint life insurance policy when they made a claim following Mrs S being diagnosed with a brain tumour. What happened In about 1998, Mrs S was referred for an... (3 pages)View decision -
Decision Reference DRN-4309708
30 Jan 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4309708 The complaint Mr K complains that Wise Payment Limited (“Wise”) won’t refund over £7,000 he lost to an employment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for my deci... (2 pages)View decision -
Decision Reference DRN-4590353
30 Jan 2024 Legal & General Home Finance Limited Not upheldMortgagesDRN-4590353 The complaint Mr C complains that Legal & General Home Finance Limited (L&G) delayed his application for a lifetime mortgage. What happened In July 2020, Mr C applied for a lifetime mortgage with L&G. That application was cancelled in September 2020. Another applica... (4 pages)View decision -
Decision Reference DRN-4558201
30 Jan 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4558201 The complaint Mr H complains about the information given to him by Telefonica UK Limited, when he took out two fixed sum loans to pay for two mobile telephone devices. What happened In January 2023, Mr H contacted Telefonica to upgrade his mobile telephone device. After looking... (5 pages)View decision -
Decision Reference DRN-4524337
30 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4524337 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited charged him an extra premium for a previous claim it says he didn’t disclose, even though he says he did. What happened Mr B holds a commercial motor insurance policy underwritten by Admiral, covering sever... (4 pages)View decision -
Decision Reference DRN-4295939
30 Jan 2024 Santander UK Plc Not upheldMortgagesDRN-4295939 The complaint Mr S complains about the unfair, unequal and discriminatory treatment by Santander UK Plc of him in the way it has gone about dealing with the discharge of the Standard Security on his property following its winding-up of its Deedcare scheme. What happened Mr S ha... (2 pages)View decision -
Decision Reference DRN-4530047
30 Jan 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4530047 The complaint Mr K is unhappy with advice given by Pensionlite Ltd that he shouldn’t transfer the value of benefits held in a former employer’s defined benefit (DB) pension scheme to a personal pension arrangement. Pensionlite Ltd is an appointed representative of Quilter Finan... (5 pages)View decision
