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 128535 results
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Decision Reference DRN-4831873
5 Jun 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4831873 The complaint Mrs S complains about the quality of repairs under her SMART repair policy with Fortegra Europe Insurance Company Ltd (“Fortegra”). When I mention Fortegra I also mean its suppliers. What happened Mrs S had a SMART repair cover from Fortegra that pays for repairs ... (3 pages)View decision -
Decision Reference DRN-4698784
5 Jun 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4698784 The complaint Mr S complains that Blue Motor Finance Ltd (BMF) irresponsibly agreed to a hire purchase agreement that he couldn’t afford to repay. What happened In December 2019 Mr S acquired a car after he entered into a hire purchase agreement with BMF. The cash price of the ... (4 pages)View decision -
Decision Reference DRN-4835957
5 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4835957 The complaint Mr B and Mrs A complain that repairs Ageas Insurance Limited (Ageas) previously carried out during a home insurance claim have failed. What happened Mr B and Mrs A previously had a home insurance policy with Ageas. They had an escape of water claim in 2014 and rep... (4 pages)View decision -
Decision Reference DRN-4535897
5 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4535897 The complaint Miss F complains Nationwide Building Society unfairly refused to refund her unauthorised transactions on her account. What happened In early February 2023 Miss F informed Nationwide there were multiple transactions on her account which she didn’t recognise or auth... (4 pages)View decision -
Decision Reference DRN-4835725
5 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4835725 The complaint Mr and Mrs B have complained about the way Admiral Insurance (Gibraltar) Limited handled a claim for damage to their car under Mrs B’s car insurance policy. Mr B is a named driver on the policy. What happened Mr and Mrs B’s car was damaged when it was driven over ... (4 pages)View decision -
Decision Reference DRN-4799422
5 Jun 2024 TenetConnect Limited UpheldPensions and AnnuitiesDRN-4799422 The complaint Mr D’s complaint is about the poor quality and lack of service provided by TenetConnect Limited. What happened I issued my provisional decision on this complaint on 2 May 2024. The background and circumstances to the complaint and the reasons why I thought it shou... (10 pages)View decision -
Decision Reference DRN-4833840
5 Jun 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4833840 The complaint Miss F complains about Great Lakes Insurance UK Limited’s handling of her home insurance claim. She’s unhappy about a delay in carrying out repair work which meant she was unable to stay in her property for several months. Great Lakes is the underwriter of this po... (6 pages)View decision -
Decision Reference DRN-4535559
5 Jun 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4535559 The complaint Mr M complains that American Express Services Europe Limited (AESEL) won't award him the reward points he believes he is due following his application for a credit card. What happened Mr M signed up for a credit card with AESEL on 12 June 2023. There was a fe... (2 pages)View decision -
Decision Reference DRN-4784897
5 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4784897 The complaint Mr R complains that Advantage Insurance Company Limited (“Advantage”) asked him to repay a portion of a claim it’d paid under his car insurance policy. Mr R is represented in his complaint by a family member. For ease I’ll refer to comments made by the comments pr... (3 pages)View decision -
Decision Reference DRN-4670355
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4670355 The complaint Miss G complains that Monzo Bank Ltd hasn’t agreed to refund a payment which she says she didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. The core facts are not in dispute, ... (2 pages)View decision