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-5025351
24 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5025351 The complaint Miss R complains that Vanquis Bank Limited defaulted her account. What happened Miss R holds a credit card account with Vanquis. In June 2023 Vanquis sent letters to Miss R about the arrears on her account. It says it had no response from Miss R and no payments... (3 pages)View decision -
Decision Reference DRN-4918736
24 Sep 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4918736 The complaint Mr W complains about incorrect information given to him about the cost of voluntarily terminating his hire-purchase agreement with BMW Financial Services (GB) Limited trading as MINI Financial Services (“MINI”). What happened Mr W was about eighteen months into... (2 pages)View decision -
Decision Reference DRN-5040930
24 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5040930 The complaint Mr D has complained about the standard of repairs carried out by his home emergency insurer, British Gas Insurance Limited (‘British Gas’), after he discovered a leak at his house . British Gas is the underwriter of this policy i.e. the insurer. During the cla... (5 pages)View decision -
Decision Reference DRN-5012645
24 Sep 2024 First Central Underwriting Limited UpheldInsuranceDRN-5012645 The complaint Mr E has complained about repairs by First Central Underwriting Limited (‘First Central’) following a car accident, under his motor insurance policy. For the avoidance of doubt, the term ‘First Central’ includes reference to its agents and representatives in th... (3 pages)View decision -
Decision Reference DRN-4617011
24 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4617011 The complaint Mr and Mrs A complain that U K Insurance Limited (“UKI”) has failed to satisfactorily repair their home after an escape of water claim was made under their home insurance policy. Where I refer to UKI, this includes the actions of its agents and claims handlers... (3 pages)View decision -
Decision Reference DRN-4945982
24 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4945982 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened What Mr G says Mr G says that he received a request to approve a card payment from his account with another bank. I’ll refer to this bank a... (4 pages)View decision -
Decision Reference DRN-5016441
24 Sep 2024 Amtrust Europe Limited UpheldInsuranceDRN-5016441 The complaint Mr and Mrs M have complained about the amount Amtrust Europe Limited has offered to settle claims they made under their furniture insurance policy. Reference to Amtrust includes its agents and representatives. What I’ve decided – and why I’ve considered all t... (2 pages)View decision -
Decision Reference DRN-5039914
24 Sep 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5039914 The complaint Mr M complained about a transfer of two personal pension plans he held with Standard Life. In December 2014, both pension plans were transferred upon his request to a small self- administered scheme (“SSAS”). A SSAS is a type of occupational pension, in which t... (17 pages)View decision -
Decision Reference DRN-4860391
24 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4860391 The complaint Ms A is complaining that Advantage Insurance Company Limited (Advantage) are holding her partially responsible for an accident after she made a claim against her car insurance policy. She is also unhappy with delays in her claim being dealt with. What happened ... (3 pages)View decision -
Decision Reference DRN-4947587
24 Sep 2024 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-4947587 The complaint Ms H is represented by her financial adviser, who complains on her behalf, about the execution of an instruction to pay a tax-free lump sum from her Collective Retirement Account (CRA) by Quilter Life & Pensions Limited (Quilter). Ms H’s representative says... (10 pages)View decision