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-5161624
13 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5161624 The complaint Mr and Mrs D have complained about what happened when they were trying to redeem their mortgage with Santander UK Plc. What happened Mr and Mrs D had an interest only mortgage with Santander and the mortgage term was due to end in August 2023. Mr and Mrs D firs... (2 pages)View decision -
Decision Reference DRN-5072951
13 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5072951 The complaint Mrs G complains that HSBC UK Bank Plc didn’t do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened In Summer 2021, Mrs G received a cold call about investing in what she recalls was “stocks, shares and cryptocurrency”.... (5 pages)View decision -
Decision Reference DRN-5056698
13 Dec 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5056698 The complaint Mr C complains that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined his claim for storm damage to his roof, under his home buildings insurance policy. What happened In January 2024 Mr C says part of his roof tiling came off in a storm. Thi... (3 pages)View decision -
Decision Reference DRN-5144460
13 Dec 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5144460 The complaint Mrs P complains about how Domestic & General Insurance Plc (“D&G”) handled her claim for damage to her headphones under her gadget insurance cover. Mrs P is represented in her complaint, but for simplicity I’ll refer to her throughout. What happened Mrs... (2 pages)View decision -
Decision Reference DRN-5207392
13 Dec 2024 Murdoch Asset Management Limited UpheldInvestmentsDRN-5207392 The complaint Mr F has complained about the service he received in the management of his portfolio from Murdoch Asset Management Limited (‘MAM’). To put the matter right Mr F would like to be put in the position he would have been in if he had invested in a FTSE 100 tracker ... (10 pages)View decision -
Decision Reference DRN-5132971
13 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-5132971 The complaint Miss E complains that Nationwide Building Society won’t re-open her mortgage account so she can repay the amount it previously cleared. What happened Miss E had a mortgage with Nationwide and the agreed repayment term ended in March 2020. At that time, there wa... (4 pages)View decision -
Decision Reference DRN-5146988
13 Dec 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5146988 The complaint Miss S says Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, irresponsibly lent to her. Miss S brought her complaint via a representative, for ease of reading I will refer solely to Miss S in this decision. What happened Miss S took out a loan ... (3 pages)View decision -
Decision Reference DRN-4998141
13 Dec 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4998141 The complaint Mr V complains about the advice given by HARBOUR ROCK CAPITAL LIMITED trading as Pension Access to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a flexi-access drawdown personal pension. HARBOUR ROCK CAPITAL LIMITED proces... (10 pages)View decision -
Decision Reference DRN-5164349
13 Dec 2024 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5164349 The complaint Miss T complains about how she was treated by Home Retail Group Card Services Limited trading as Argos Card (Argos) following a payment arrangement she came to. She’s unhappy with the overall communication, the interest charged, and the impact on her credit fil... (3 pages)View decision -
Decision Reference DRN-5142835
13 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5142835 The complaint Mr G has complained about the way his motor insurer, Marshmallow Insurance Limited (‘Marshmallow’), dealt with a claim he made on his policy. Marshmallow is the underwriter of this policy i.e., the insurer. During the claim Mr G also dealt with other businesse... (4 pages)View decision
