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 130332 results
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Decision Reference DRN-4884670
9 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4884670 The complaint Mrs C complains about the delays she said Liverpool Victoria Insurance Company Limited (LV) caused after she made a claim on her motor insurance policy. And she’s unhappy with the settlement it offered for the loss of her car. What happened Mrs C said her park... (3 pages)View decision -
Decision Reference DRN-4723559
9 Sep 2024 Nowell & Richards Insurance Services Limited UpheldInsuranceDRN-4723559 The complaint Mr M is complaining about the way Nowell & Richards Insurance Services Limited (“N & R”) handled the cancellation of his home and motor policy. What happened Mr M had home and motor insurance policies through N & R – a broker. They renewed in Februa... (2 pages)View decision -
Decision Reference DRN-4846474
9 Sep 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4846474 The complaint Mr A complains about the quality of a car supplied to him by Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (“VWFS”). What happened I sent Mr A and VWFS my provisional findings on this complaint on 22 August 2024. A copy of that ... (2 pages)View decision -
Decision Reference DRN-4996492
9 Sep 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4996492 The complaint Mr C complains that Casualty & General Insurance Company (Europe) Ltd (C&G) has unfairly relied on an exclusion in his pet insurance policy to turn down his claim for his dog’s veterinary fees. He also complains that C&G’s customer service has been ... (4 pages)View decision -
Decision Reference DRN-4902639
9 Sep 2024 Key Currency Limited UpheldBanking and PaymentsDRN-4902639 The complaint Mr A complains that Key Currency Limited failed to advise him about and/or was responsible for delays in transferring money to buy a property abroad. This caused him to lose his purchase and to incur financial losses. What happened In March 2023 Mr A contacted ... (4 pages)View decision -
Decision Reference DRN-4942470
9 Sep 2024 Wakam UpheldInsuranceDRN-4942470 The complaint Miss H has complained Wakam declined a claim she made for a leak from an underground pipe. Any reference to Wakam includes its agents or representatives. What happened Miss H reported a potential leak, on the mains water supply feeding her home, to her home in... (3 pages)View decision -
Decision Reference DRN-4722414
9 Sep 2024 Personal Touch Financial Services Ltd UpheldMortgagesDRN-4722414 The complaint Mrs C has complained about poor service she received from AC Finance Ltd (ACF), an appointed representative of Personal Touch Financial Services Ltd trading as PRIMIS Mortgage Network (PRIMIS). To settle the complaint, Mrs C would like PRIMIS to reimburse her ... (3 pages)View decision -
Decision Reference DRN-4718081
9 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4718081 The complaint Miss M and Mr W complain that AXA Insurance UK Plc unfairly declined a claim and removed cover for subsidence under their home insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes responsibility... (3 pages)View decision -
Decision Reference DRN-5010092
9 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5010092 The complaint Mr C complains Revolut Ltd didn’t do enough to protect him when he fell victim to a recovery scam. What happened Mr C has a Revolut account which he opened in 2023. He has an account with another business – who I’ll refer to as “F” through the rest of this deci... (4 pages)View decision -
Decision Reference DRN-4731700
8 Sep 2024 Skipton Building Society UpheldPensions and AnnuitiesDRN-4731700 The complaint Mr L complains that he has lost out financially due to the length of time it took Skipton Building Society (“Skipton”) to deal with his pension transfer. He also complains about the service provided. What happened Mr L wanted to consolidate his pensions into o... (4 pages)View decision