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 119790 results
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Decision Reference DRN-4298799
6 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4298799 The complaint Mr U complains about the way British Gas Insurance Limited handled a claim under his HomeCare insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mr U made a claim on his HomeCare policy i... (2 pages)View decision -
Decision Reference DRN-4440067
6 Nov 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4440067 Complaint Mrs F complains she was mis-sold investments she made in bonds issued by Basset & Gold Plc (“B&G plc”). She says she was never given any indication her capital was at risk – as, it transpired, it was – and would never had invested, had she known there was a ri... (10 pages)View decision -
Decision Reference DRN-4342647
6 Nov 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4342647 The complaint Mrs H complains about the quality of a new car that was supplied through a contract hire agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS). Mrs H has been represented on this complaint, but to keep things simple I’l... (5 pages)View decision -
Decision Reference DRN-4415873
6 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4415873 The complaint Mr G complains about the price quoted by Advantage Insurance Company Limited (“Advantage”) to renew his motor insurance policy. What happened Mr G received a quote to renew his policy which he says was significantly higher than what he’d paid the previous year. He... (3 pages)View decision -
Decision Reference DRN-4225789
6 Nov 2023 Healthcare Finance Limited UpheldConsumer CreditDRN-4225789 The complaint Mrs C complains that Healthcare Finance Limited trading as Tabeo (“Tabeo”) is holding her liable for the debt on a loan which she says she neither applied for nor consented to. What happened The background to this complaint is well known to both parties, so I won’... (2 pages)View decision -
Decision Reference DRN-4422960
6 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4422960 The complaint M has complained that UK Insurance Limited (’UKI’) declined her claim under her property owner’s insurance policy following a leak at the relevant property. What happened In October 2020, M reported a leak to her third-party emergency insurers as water had been le... (6 pages)View decision -
Decision Reference DRN-4395872
6 Nov 2023 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4395872 The complaint Mr J, Mrs J, Mr P and Mrs P (the trustees) complain about the loss of qualifying tax status for a life policy resulting from an administrative error on the part of Aviva Life & Pensions UK Limited. What happened In March 1994 Mrs P took out a life policy with ... (3 pages)View decision -
Decision Reference DRN-4163344
6 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4163344 The complaint Miss L complains that the car she acquired financed through a hire purchase agreement with Creation Consumer Finance Ltd wasn’t of satisfactory quality. What happened The details of this complaint are well known to both parties and have been set out fully by the i... (3 pages)View decision -
Decision Reference DRN-4439062
6 Nov 2023 Pennymatters Limited UpheldPensions and AnnuitiesDRN-4439062 The complaint Mr W complains that he was given advice by Pennymatters Limited to transfer his deferred benefits from his defined benefit (DB) pension with British Steel (BSPS) to a personal pension. He says the advice was unsuitable and not in his best interest. What happened I... (7 pages)View decision -
Decision Reference DRN-4414075
6 Nov 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4414075 The complaint Mrs M complains about Lloyds Bank General Insurance Limited’s handling of claims made under her home insurance policy. What happened Mrs M has an insurance policy underwritten by Lloyds which covers her home’s buildings, amongst other things. She made potentially ... (9 pages)View decision
