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 120799 results
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Decision Reference DRN-4833841
5 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4833841 The complaint Miss H has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy and the delays caused. What happened I looked at this case and provided my initial thoughts in my provisional de... (3 pages)View decision -
Decision Reference DRN-4528158
5 Jun 2024 FCE Bank Plc UpheldConsumer CreditDRN-4528158 The complaint Miss M complains about the compensation offered by FCE Bank Plc trading as Ford Credit Europe (FCE) after they agreed to the rejection of her vehicle. What happened In August 2022 Miss M acquired a new car through a hire purchase agreement financed by FCE. Miss M ... (2 pages)View decision -
Decision Reference DRN-4834969
5 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4834969 The complaint Mrs D and Mr D complain that Santander UK Plc didn’t reduce the term of their mortgage properly. The repayments were lower than they wanted, which made the term much longer than needed. And they told us about the problems they had, trying to complain about this. W... (4 pages)View decision -
Decision Reference DRN-4833517
5 Jun 2024 Sense Network Limited UpheldPensions and AnnuitiesDRN-4833517 The complaint Mr H has complained that an appointed representative of Sense Network Limited gave him unsuitable advice to buy an annuity in 2013. What happened I issued my provisional decision on this complaint on 10 May 2024. The background and circumstances to the complaint a... (6 pages)View decision -
Decision Reference DRN-4755430
5 Jun 2024 The Right Mortgage Limited UpheldMortgagesDRN-4755430 The complaint Mr and Mrs W complain that Shield Financial Planning Ltd (an appointed representative of The Right Mortgage Limited) caused delays in their mortgage application because of its poor advice and inaction. Mr and Mrs W say they were given a timescale of 10 days for a ... (8 pages)View decision -
Decision Reference DRN-4789258
5 Jun 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4789258 The complaint Mr S is unhappy with how he has been treated by The Mortgage Works (UK) Plc (‘TMW’) in relation to his mortgage. In particular, Mr S says delays in TMW sending him paperwork after he’d redeemed the mortgage led to problems with the sale of his property, which in t... (7 pages)View decision -
Decision Reference DRN-4756495
5 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4756495 The complaint Mr and Mrs H complain that esure Insurance Limited trading as Sheilas’ Wheels (esure) unfairly declined to settle their claim on their home insurance policy. Reference to Mr H or Mrs H, will include the other. What happened In December 2023 Mr and Mrs H’s property... (3 pages)View decision -
Decision Reference DRN-4438887
5 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4438887 The complaint Mr O complains about the quality of a car he acquired under a Hire Purchase Agreement with Creation Consumer Finance Ltd (Creation). When I refer to what Mr O has said and what Creation have said, it should also be taken to include things said on their behalf. Wha... (8 pages)View decision -
Decision Reference DRN-4832555
5 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4832555 The complaint Mr and Mrs W complaint that Mortgage Agency Services Number Five Limited (MAS5) has not administered their mortgage fairly. In particular they said MAS5: Had not offered them new interest rate products. Set its standard variable rate (SVR) higher than for other ... (3 pages)View decision -
Decision Reference DRN-4646737
5 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4646737 The complaint Mr and Mrs D have complained about Aviva Insurance Limited’s handling of a claim made under their home insurance policy. What happened The claim dates back to 2018 and is for subsidence damage to Mr and Mrs D’s property. Aviva has issued five separate final respon... (6 pages)View decision
