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-4949579
6 Aug 2024 British Gas Services Limited UpheldInsuranceDRN-4949579 The complaint Ms R complains about British Gas Services Limited (“BGS”) and the service they provided after she made a claim on her HomeCare insurance policy following her discovery of a leak in her kitchen. What happened The claim and complaint circumstances are well known ... (4 pages)View decision -
Decision Reference DRN-4949128
6 Aug 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4949128 The complaint Mr W complains about the adverse reports MI Vehicle Finance Limited (MI) have made to his credit file. What happened I issued a provisional decision on this complaint in July of this year. An extract from that provisional decision is set out below. Mr W took r... (4 pages)View decision -
Decision Reference DRN-4920094
5 Aug 2024 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-4920094 The complaint Mrs A complains that the loan she had from Link Financial Outsourcing Limited (trading as Asset Link Capital No. 9) was set up incorrectly resulting in higher repayments and adverse information on her credit file. What happened Mrs A had a £3,000 loan from Fut... (4 pages)View decision -
Decision Reference DRN-4949198
5 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4949198 The complaint Mr B has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In spring 2021, Mr B found some cryptocurrency brokerages online which he thought looked legitimate, and expressed an interest. They then cont... (5 pages)View decision -
Decision Reference DRN-4827823
5 Aug 2024 esure Insurance Limited UpheldInsuranceDRN-4827823 The complaint Mr R has complained about the poor service and delay he received from esure Insurance Limited when he made a claim under his car insurance policy. What happened In July 2023 Mr R bought a car insurance policy with esure. Unfortunately later that month he was i... (3 pages)View decision -
Decision Reference DRN-4949069
5 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4949069 The complaint Ms C complains that U K Insurance Limited (“Direct Line”) mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a European car-maker with a diesel engine and first registered in Augu... (7 pages)View decision -
Decision Reference DRN-4882158
5 Aug 2024 Soteria Insurance Limited UpheldInsuranceDRN-4882158 The complaint Miss N has complained about the way Soteria Insurance Limited handled a claim she made under her home insurance policy for subsidence. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Miss N got in touc... (4 pages)View decision -
Decision Reference DRN-4948875
5 Aug 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4948875 The complaint Mrs M has complained about Hitachi Capital (UK) Plc, now trading as Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair rela... (9 pages)View decision -
Decision Reference DRN-4819635
5 Aug 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4819635 The complaint Mr L complains that Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (“VWFS”) overcharged him when he settled his agreement early. What happened Mr L acquired a brand new car under a hire purchase agreement with VWFS in February ... (4 pages)View decision -
Decision Reference DRN-4931857
5 Aug 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4931857 The complaint Mr J1, Mr J2 and Mrs J are unhappy with the way in which Great Lakes Insurance SE handled a claim made under their travel insurance policy when Mr J2 became ill whilst abroad. That includes the medical assistance they received whilst abroad and aspects of their... (7 pages)View decision