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 121115 results
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Decision Reference DRN-4589714
30 Jan 2024 Skipton Building Society UpheldInvestmentsDRN-4589714 The complaint Miss B complains that Skipton Building Society gave her wrong information about the transfer of the maturity proceeds of her bond. She says she was told she could transfer to a new bond with another provider without any problems. But this wasn’t the case, and she ... (3 pages)View decision -
Decision Reference DRN-4575775
30 Jan 2024 Mortgage Advice Bureau (Derby) Limited UpheldMortgagesDRN-4575775 The complaint Miss C complains that delays and mistakes by Mortgage Advice Bureau (Derby) Limited trading as Coreco led to her paying a higher rate of interest than she thinks she was entitled to. And she says these delays and mistakes have incurred further costs and distress a... (5 pages)View decision -
Decision Reference DRN-4524194
30 Jan 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4524194 The complaint Mr A complains about the quality of a van supplied to him by Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”). What happened Mr A acquired a used van under a hire purchase agreement with Oodle in July 2022. The van cost £14,299. Under the ag... (7 pages)View decision -
Decision Reference DRN-4535024
30 Jan 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4535024 The complaint Ms B has complained about the way AXA Insurance UK Plc has handled a subsidence claim under her Home Insurance policy. What happened The background to this complaint is well known to Miss B and AXA. In my decision, I’ll focus mainly on giving the reasons for reach... (2 pages)View decision -
Decision Reference DRN-4265573
30 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4265573 The complaint Miss D complains that HSBC UK Bank Plc failed to act appropriately when informed that a payment made to an account held with them was as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (3 pages)View decision -
Decision Reference DRN-4588181
30 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4588181 The complaint Mr and Mrs B complain about their travel insurance policy underwritten by AWP P&C SA. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr an... (4 pages)View decision -
Decision Reference DRN-4569423
30 Jan 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4569423 The complaint Mr H complains about the decision by Casualty & General Insurance Company (Europe) Ltd (‘CGICE’) to turn down his pet insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll ... (2 pages)View decision -
Decision Reference DRN-4589354
30 Jan 2024 Ageas Insurance Limited UpheldInsuranceDRN-4589354 The complaint Mr R complains about delays in Ageas Insurance Limited’s (Ageas) handling of his claim and the settlement payment it offered for the total loss of his vehicle, under his motor insurance policy. What happened Mr R was involved in an accident in March 2023 where ano... (3 pages)View decision -
Decision Reference DRN-4364991
30 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4364991 The complaint Miss S and Mr S complain that West Bay Insurance Plc (‘West Bay’) unfairly rejected their motor insurance claim and did not provide them with a courtesy car. What happened On 24 February 2023, there was an incident involving Miss S and Mr S’s vehicle in that smoke... (3 pages)View decision -
Decision Reference DRN-4403557
30 Jan 2024 Gain Credit LLC UpheldConsumer CreditDRN-4403557 The complaint Mr B, through a representative, complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr B’s borrowing can be found below. loan number loan amoun... (5 pages)View decision
