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-4940390
6 Aug 2024 Wakam UpheldInsuranceDRN-4940390 The complaint Mr L has complained about the fact that Wakam avoided (treated as if it never existed) his commercial motor insurance policy and refused his claim for damage to his van because of it. He has also complained about the way Wakam carried out its investigation and ... (5 pages)View decision -
Decision Reference DRN-4950589
6 Aug 2024 Bank of Scotland Plc UpheldMortgagesDRN-4950589 The complaint Mr and Mrs W’s complaint relates to a mortgage they have with Bank of Scotland Plc trading as Halifax (BoS). They are unhappy that from October 2023 BoS reduced the contractual monthly payment (CMP) on the mortgage, which means they will owe more at the end of ... (4 pages)View decision -
Decision Reference DRN-4797633
6 Aug 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4797633 The complaint Mr E is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (‘BMWFS’) was of an unsatisfactory quality. He was also unhappy about the terms of the agreement he signed, including the interest rate, payments... (7 pages)View decision -
Decision Reference DRN-4936485
6 Aug 2024 Travelers Insurance Company Limited UpheldInsuranceDRN-4936485 The complaint Mr K has complained about his boat insurer Travelers Insurance Company Limited which avoided his policy (treated it as though it had never existed) and, by association, declined his claim made when his boat had been submerged. What happened Mr K bought his boa... (4 pages)View decision -
Decision Reference DRN-4838547
6 Aug 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4838547 The complaint Mrs Q complains about how Haven Insurance Company Limited (“Haven”) handled a claim on her car insurance policy. What happened Mrs Q had a motor insurance policy with Haven covering her car. In August 2023 she was involved in a collision damaging her car and sh... (4 pages)View decision -
Decision Reference DRN-4878856
6 Aug 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4878856 The complaint Mr M complains that Inter Partner Assistance SA (IPA) declined his travel insurance claim. My references to IPA include its agents. What happened Mr M had a single trip travel insurance policy insured by IPA. He’d booked a flight from London to go abroad trans... (3 pages)View decision -
Decision Reference DRN-4942535
6 Aug 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4942535 The complaint Mr B has complained that The Prudential Assurance Company Limited didn’t update his address records for one of his pension plans when it was contacted by his financial adviser in 2011. Mr B says that this meant he didn’t transfer that pension plan and claims th... (5 pages)View decision -
Decision Reference DRN-4928612
6 Aug 2024 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4928612 The complaint Mr & Mrs S complain about how Atlanta Insurance Intermediaries Limited trading as Swinton Insurance (“Swinton”) gave them incorrect information leading to Mr S losing his no claims discount. What happened Mr & Mrs S had a car insurance policy arranged t... (3 pages)View decision -
Decision Reference DRN-4950287
6 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4950287 The complaint Mr P complains that when transferring his ISA to Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) due to a mistake on Virgin Money’s part £40,000 of his funds lost the ISA tax free wrapper status. What happened Mr P had £40,000 invested in an ISA wi... (4 pages)View decision -
Decision Reference DRN-4949951
6 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4949951 The complaint Miss W complains Santander UK PLC (“Santander”) should refund her for all the disputed direct debits taken from her account, and even after it agreed to do so it didn’t refund all the transactions. What happened The facts of this complaint are well known to bot... (3 pages)View decision