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 128312 results
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Decision Reference DRN-4985583
27 Aug 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4985583 The complaint Mr H has complained about a transfer of his personal pensions with Sun Life Assurance Company of Canada (UK) Limited (Sun Life) to a small self-administered scheme (SSAS) in December 2014. Mr H’s SSAS was subsequently used to invest in The Resort Group plc (TRG... (20 pages)View decision -
Decision Reference DRN-4817955
27 Aug 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4817955 The complaint Mr F says Shop Direct Finance Company Limited failed to report a default on his credit file in relation to a credit account. What happened The account fell into arrears in February 2018 when the account balance was £942.95. Shop Direct agreed for the account to... (3 pages)View decision -
Decision Reference DRN-4558233
27 Aug 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4558233 The complaint Mr S complains that MotoNovo Finance Limited (“MotoNovo”) gave him incorrect advice about his options when he fell into arrears on an agreement he took out with them. What happened In November 2019, Mr S acquired a used car using a hire purchase agreement with... (5 pages)View decision -
Decision Reference DRN-4869673
27 Aug 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4869673 The complaint Miss T has complained Frasers Group Financial Services Limited, trading as Studio, is asking her to repay credit for an account she didn’t take out. What happened In August 2023 Miss T received a statement from Studio informing her that her account was in arrea... (2 pages)View decision -
Decision Reference DRN-4936480
27 Aug 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4936480 The complaint Mr W has complained about a fixed-sum loan agreement with Telefonica UK Limited, trading as O2, taken out fraudulently in his name. What happened Mr W noticed in September 2023 that a fraudulent credit agreement had been taken out in his name with O2. He compla... (2 pages)View decision -
Decision Reference DRN-4985451
27 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4985451 The complaint Mr D complains about the way AXA insurance UK Plc handled a claim he made on his motor insurance policy, which caused him to unfairly be charged storage costs. What happened In May 2023 Mr D was involved in an incident whilst driving, causing damage to his car.... (4 pages)View decision -
Decision Reference DRN-4985337
26 Aug 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4985337 The complaint Miss M has complained that Kroo Bank Ltd registered a fraud marker against her. What happened In May 2023, a new device was registered to Miss M’s Kroo account. Shortly afterwards, the account received the proceeds of fraud, which were sent on via an online car... (4 pages)View decision -
Decision Reference DRN-4913169
24 Aug 2024 Ageas Retail Limited UpheldInsuranceDRN-4913169 The complaint Mr G complains that Ageas Retail Limited trading as RIAS failed to follow his instructions not to auto-renew his policy. What happened Mr G took out a home and contents insurance policy with RIAS in November 2022 and had expressed his preference not to auto-ren... (2 pages)View decision -
Decision Reference DRN-4563267
24 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4563267 The complaint Mr C is unhappy with how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled repairs to his car. He complains that Admiral provided poor service and caused significant delays – resulting in substantial losses. What happened In October 2022 Mr C was involv... (7 pages)View decision -
Decision Reference DRN-4967441
24 Aug 2024 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-4967441 The complaint Mr D complains that ZILCH TECHNOLOGY LIMITED unfairly blocked and closed his account. What happened Mr D says he shares the same name and address as his father. He says as a result ZILCH keeps telling him that he has a duplicate account which it doesn’t allow. ... (2 pages)View decision