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 122183 results
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Decision Reference DRN-4406746
22 Jan 2024 QIC Europe Ltd UpheldInsuranceDRN-4406746 The complaint Ms P complains about how QIC Europe Ltd (QIC) dealt with a claim under her home insurance policy for damage to her property from a falling chimney off a neighbour’s property caused by bad weather. QIC use agents to administer the policy and to assess claims. Refer... (4 pages)View decision -
Decision Reference DRN-4574152
22 Jan 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4574152 The complaint Mr S complains about the quality of a car he has been financing through an agreement with CA Auto Finance UK Ltd (“CA Auto”). What happened Mr S acquired a used car using a personal contract purchase (“PCP”) agreement with CA Auto in April 2023. The cash price of ... (5 pages)View decision -
Decision Reference DRN-4392061
22 Jan 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4392061 The complaint Mrs S says Zopa Bank Limited lent to her irresponsibly. What happened Mrs S took out a 60-month loan for £13,500 in September 2022. The monthly repayments were £382.61 and the total repayable was £22,956.52. Mrs S says she was heavily indebted when she applied and... (3 pages)View decision -
Decision Reference DRN-4555188
22 Jan 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4555188 The complaint Mr S has complained about the way Acromas Insurance Company Limited handled his claim under his motor insurance policy for damage to his car. Where I’ve referred to Acromas, this also includes any actions or communication by agents acting on its behalf. What happe... (3 pages)View decision -
Decision Reference DRN-4535941
22 Jan 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4535941 The complaint Mrs C has complained that Domestic & General Insurance Plc (‘D&G’) declined a claim for repair of her vacuum cleaner and cancelled her appliance insurance policy. What happened Mrs C’s husband had bought a vacuum cleaner and obtained appliance cover from D... (4 pages)View decision -
Decision Reference DRN-4522309
22 Jan 2024 Julian Harris Financial Consultants UpheldPensions and AnnuitiesDRN-4522309 The complaint Mr C complains that his adviser at Julian Harris Financial Consultants provided poor advice, failed to invest his pension fund following its switch, and as a result of it remaining in cash, he has lost out financially. Mr C also complains that he has subsequently ... (5 pages)View decision -
Decision Reference DRN-4572027
22 Jan 2024 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-4572027 The complaint Mrs M’s representative complains that Utmost Life and Pensions Limited incorrectly advised her to take out a Free Standing Additional Voluntary Contribution (FSAVC) plan, rather than join the cheaper, in-house Additional Voluntary Contribution (AVC) scheme. Mrs M ... (6 pages)View decision -
Decision Reference DRN-4569039
22 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4569039 The complaint Mr S complains about issues he had paying in cheques to his bank account with Bank of Scotland plc trading as Halifax (“Halifax”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in d... (2 pages)View decision -
Decision Reference DRN-4566490
22 Jan 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4566490 The complaint Mrs S has complained that Red Sands Insurance Company (Europe) Limited (‘Red Sands’) home insurance policy. For the avoidance of doubt, the term ‘Red Sands’ includes its agents and representatives in this decision letter. What happened Unfortunately, Mrs S lost he... (3 pages)View decision -
Decision Reference DRN-4490660
22 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4490660 The complaint Ms S complains about the way that Barclays Bank UK PLC administered her two buy to let mortgage accounts. What happened Ms S has two buy to let mortgage accounts with Barclays. Her complaints are that Barclays: didn’t record the death of a family member, who was ... (5 pages)View decision
