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 130193 results
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Decision Reference DRN-4632616
25 Sep 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4632616 The complaint Mr M complains that the car he acquired through a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance wasn’t of satisfactory quality. He either wants to be able to reject the car or have his repair costs covered.... (3 pages)View decision -
Decision Reference DRN-5031617
25 Sep 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5031617 The complaint Mr B has complained that Arthur J Gallagher Insurance Brokers Limited cancelled his taxi insurance policy too late and he was charged more for it because of this. What happened Mr B took out a policy through Arthur J Gallagher to cover his taxi which started on... (2 pages)View decision -
Decision Reference DRN-4921160
25 Sep 2024 HBOS Investment Fund Managers Limited UpheldPensions and AnnuitiesDRN-4921160 The complaint Mr N complains that HBOS Investment Fund Managers Limited (HBOS) failed to warn him about losses to his pension fund held with it. What happened The investigator set out the background to this complaint in his view and the facts weren’t disputed. With some amen... (4 pages)View decision -
Decision Reference DRN-4998560
25 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4998560 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (“Novuna”) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”).... (11 pages)View decision -
Decision Reference DRN-4721971
25 Sep 2024 Aldermore Bank Plc UpheldMortgagesDRN-4721971 The complaint Mr and Mrs A complain that Aldermore Bank Plc wouldn’t allow them to take a new fixed rate on their mortgage. What happened Mr and Mrs A held a mortgage with Aldermore. The mortgage was on a fixed rate, which ended on 29 September 2023. From 30 September 2023, ... (3 pages)View decision -
Decision Reference DRN-5001265
25 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5001265 The complaint Mrs W, on behalf of herself and the estate of the late Mr W, has complained about the way Aviva Insurance Limited handled the claim for expenses they made on a travel insurance policy. Mrs W has been represented by her daughter in making this complaint. Howeve... (2 pages)View decision -
Decision Reference DRN-4949631
25 Sep 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4949631 The complaint Mrs S has complained that AA Underwriting Insurance Company Limited (AAUW) cancelled her motor insurance policy. What happened Mrs S took out a policy with AAUW in November 2023. It is not in dispute that when she did so she was asked if she’d had any previous... (3 pages)View decision -
Decision Reference DRN-5041310
25 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5041310 The complaint Mr F complains about the way Royal & Sun Alliance Insurance Limited handled a claim he made on his home insurance policy for damage caused by subsidence. What happened In summer 2022 Mr F noticed damage to his property, he contacted RSA to make a claim on ... (2 pages)View decision -
Decision Reference DRN-5041244
25 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5041244 The complaint Miss C has complained about her let property insurer Ageas Insurance Limited. She is unhappy that following a claim made to it in 2021 after localised flooding due to a storm, the matter remains unresolved. Miss C has mainly been represented by her brother, Mr... (7 pages)View decision -
Decision Reference DRN-5040956
24 Sep 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5040956 The complaint Mr G is unhappy with a car that was supplied to him under a hire purchase agreement with Toyota Financial Services (UK) PLC, trading as Redline Finance. What happened On 23 September 2022 Mr G took out a hire purchase agreement with Redline for a car, which was... (6 pages)View decision