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 360982 results
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Decision Reference DRN-5100365
9 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5100365 The complaint Mr B complains Covea Insurance Plc (Covea) incorrectly cancelled their motor insurance policy. Any references to Covea include their agents. Mr B is represented by Mrs B. As Mrs B has been the main point of contact for these concerns I’ll refer to her througho... (2 pages)View decision -
Decision Reference DRN-4884244
9 Dec 2024 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-4884244 The complaint Miss H complains about Family Assurance Friendly Society Limited trading as OneFamily (OF) in how they processed a credit to her Child Trust Fund (CTF). As a result, Miss H says this prevented her from paying in further funds. Miss H is represented by a third p... (2 pages)View decision -
Decision Reference DRN-4986366
9 Dec 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4986366 The complaint Mr G and Miss P are unhappy with the repairs carried out by HDI Global Speciality SE (HDI) after they made a claim under their home insurance policy. Where I’ve referred to HDI this also includes any actions or communications by its agents acting on HDI’s behal... (3 pages)View decision -
Decision Reference DRN-4971995
9 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4971995 The complaint Mrs W complains that Healthcare Finance Limited won’t refund her the money she paid for services including dental aligners. What happened In March 2023 Mrs W used finance provided by Healthcare Finance Limited (HFL for short) to pa... (3 pages)View decision -
Decision Reference DRN-5156214
9 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5156214 The complaint Mr S complains that Santander didn’t allow him to withdraw money in branch. He is also unhappy with the customer service provided at the time. What happened Mr S went to branch to withdraw money from his account. He says he got there at 9.15, ready for the bran... (2 pages)View decision -
Decision Reference DRN-5197832
9 Dec 2024 Fleet Mortgages Ltd Not upheldMortgagesDRN-5197832 The complaint Ms K’s complaint is about a commercial buy-to-let (BTL) mortgage she holds with Fleet Mortgages Ltd. Ms K is unhappy about the contact she’s received from Fleet about payment of mortgage arrears. Ms K says she considers Fleet’s actions to be harassment. Ms K al... (4 pages)View decision -
Decision Reference DRN-5152806
9 Dec 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5152806 The complaint Mr F is unhappy with information Arthur J. Gallagher Insurance Brokers Limited trading as Discount Insurance (AJGIB) gave him about his landlord insurance policy. What happened Mr F owns a building which contains four flats. He lives in one and rents the other... (2 pages)View decision -
Decision Reference DRN-4950509
9 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4950509 The complaint Miss U complains that Healthcare Finance Limited won’t refund her the money she paid for services around, and the supply of, dental aligners. What happened In August 2023 Miss U used finance provided by Healthcare Finance Limited (HFL for short) ... (3 pages)View decision -
Decision Reference DRN-4753178
9 Dec 2024 Black Horse Limited Not upheldConsumer CreditDRN-4753178 Complaint Mrs N has complained about the quality of a car that Black Horse Limited (trading as Land Rover Financial Services (“LRFS”)) supplied to her through a hire-purchase agreement. Background In June 2022, LRFS provided Mrs N with finance for a used car. The car was ar... (5 pages)View decision -
Decision Reference DRN-5197689
9 Dec 2024 Zurich Insurance PLC UpheldInsuranceDRN-5197689 The complaint Mr C complains on behalf of his business, J, about how Zurich Insurance PLC damaged his van after he made a claim on his commercial vehicle insurance. Reference to Zurich includes its agents. What happened Mr C holds a commercial vehicle insurance policy with Z... (3 pages)View decision
