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 119923 results
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Decision Reference DRN-4336573
27 Sep 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4336573 The complaint Mr I complains about Fortegra Europe Insurance Company Ltd’s (“Fortegra”) handling of his claim under his appliance insurance policy. What happened The background to this complaint is well known to the parties so I won’t go into detail but will summarise the key p... (3 pages)View decision -
Decision Reference DRN-4346175
27 Sep 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4346175 The complaint Mr N complains about a car he had under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“Alphera”). What happened In March 2022 Mr N entered into a regulated hire purchase agreement with Alphera for a used... (3 pages)View decision -
Decision Reference DRN-4296172
27 Sep 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4296172 The complaint Miss K complains about repairs carried out on her vehicle by AA Underwriting Insurance Company Limited (AA) after making a claim on her car insurance policy. Any reference to AA in this final decision includes its respective agents unless specified otherwise. What... (3 pages)View decision -
Decision Reference DRN-4273180
27 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4273180 The complaint Mr B complains that AXA Insurance UK Limited (AXA) failed to settle his claim properly, under his home insurance policy. What happened Mr B was a victim of an attempted burglary at his home and burglary of his outbuilding. He contacted AXA to make a claim. He repo... (3 pages)View decision -
Decision Reference DRN-4327123
27 Sep 2023 Forester Life Limited UpheldInvestmentsDRN-4327123 The complaint Ms R has complained about the service received from Forester Life Limited. She said the value of a child trust fund held for her son, had gone done by a third in value. When she looked into this, she said Forester took a long time to respond and this caused her di... (3 pages)View decision -
Decision Reference DRN-4358422
27 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4358422 The complaint Mr and Mrs M complain that QIC Europe Ltd (QIC) unfairly declined their home insurance claim. Any reference to QIC in this decision includes its respective agents unless specified otherwise. What happened The background of this complaint is known in detail to the ... (4 pages)View decision -
Decision Reference DRN-4258586
27 Sep 2023 Advanced Payment Solutions Limited UpheldConsumer CreditDRN-4258586 The complaint Mr S complains that Advanced Payment Solutions Limited trading as Cashplus mis-sold him a Cashplus Bank account and its Creditbuilder add-on. Mr S is also unhappy with how Cashplus engaged with him when raising concerns about his account What happened Cashplus hav... (2 pages)View decision -
Decision Reference DRN-3932146
27 Sep 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3932146 The complaint Mr and Mrs K complained about Hiscox Insurance Company Limited’s handling of the household insurance claim at their tenanted property. For the avoidance of doubt, reference to Hiscox will include their agents. What happened Mr and Mrs K discovered water pooling on... (2 pages)View decision -
Decision Reference DRN-4172038
27 Sep 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4172038 The complaint Mr F complains that Zopa Bank Limited (“Zopa”) is holding him liable for the debt on a loan which he says he neither applied for nor knew about. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In bri... (2 pages)View decision -
Decision Reference DRN-4330733
27 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4330733 The complaint Mr J complains that Covea Insurance plc (Covea) have discriminated against him when trying to obtain a car insurance quote. Reference to Covea includes its agents/representatives. What happened The background of this complaint is well known to both parties. So, I’... (2 pages)View decision
