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 121479 results
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Decision Reference DRN-4511379
16 Jan 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4511379 The complaint Mrs A is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened On 27 February 2023, Mrs A was supplied with a used car through a hire purchase agreement with BMF. She ... (4 pages)View decision -
Decision Reference DRN-4515591
16 Jan 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4515591 The complaint Mr A has complained about Marshmallow Insurance Limited. He isn’t happy that it turned down a claim under his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Mr A made a claim unde... (3 pages)View decision -
Decision Reference DRN-4535400
16 Jan 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4535400 The complaint Mr and Mrs F complain that Hastings Insurance Services Limited mishandled a change they made to their car insurance policy. What happened In August 2022 Mr and Mrs F asked Hastings to amend their policy as they’d changed their car. Hastings said their premium woul... (2 pages)View decision -
Decision Reference DRN-4534621
16 Jan 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4534621 The complaint Miss W is unhappy that Inter Partner Assistance SA (‘IPA’) is only willing to pay a proportion of the claim made on her travel insurance policy. What happened Miss W has the benefit of an annual, multi-trip travel insurance policy underwritten by IPA (‘the policy’... (3 pages)View decision -
Decision Reference DRN-4543053
16 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4543053 The complaint Mr and Mrs S complain about AWP P&C SA’s handing of their travel insurance claim. What happened Mr and Mrs S hold travel insurance cover with AWP through a packaged bank account. Mrs S became ill whilst abroad, and a claim was made for her medical expenses. Th... (2 pages)View decision -
Decision Reference DRN-3725772
16 Jan 2024 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3725772 The complaint Ms H complains about the advice NTM Financial Services Ltd (‘NTM’) gave to her to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice wasn’t suitable for her and may have caused a financial l... (4 pages)View decision -
Decision Reference DRN-4561623
16 Jan 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4561623 The complaint Mr D complains that American Express Services Europe Limited (AESEL) unfairly closed his account after he had sent the information it had requested. What happened Mr D said that in response to AESEL’s requests he sent letters including copies of his passport and p... (3 pages)View decision -
Decision Reference DRN-4562206
16 Jan 2024 Aviva Life Services UK Limited UpheldInvestmentsDRN-4562206 The complaint The estate of Mrs H (“the estate”) complains that Aviva Life Services UK Limited (“Aviva”) gave incorrect information in 2014, which later led to the estate incurring an unexpected inheritance tax (IHT) liability. In bringing this complaint the estate is represent... (7 pages)View decision -
Decision Reference DRN-4562355
16 Jan 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4562355 The complaint Mr T complains TransUnion International UK Limited caused delays when providing him with a copy of his credit report. What happened Mr T contacted TransUnion in July 2023 as he was unable to access his credit report. It’s not clear precisely what caused the issue ... (3 pages)View decision -
Decision Reference DRN-3765453
16 Jan 2024 WPS Financial Group Limited UpheldPensions and AnnuitiesDRN-3765453 The complaint Mr W complains about advice he received from an appointed representative of WPS Financial Group Limited (‘WPS’). WPS is responsible for answering the complaint, so I’ll just refer to it throughout my decision. Mr W says the advice he received, to transfer the bene... (11 pages)View decision
