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 125400 results
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Decision Reference DRN-4500900
15 Feb 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4500900 The complaint Mr J and Mrs J complain Accredited Insurance (Europe) Ltd unfairly declined an escape of water claim under a home insurance policy. What happened Mr J and Mrs J purchased a property on 25 November 2022 to live in. They insured it with Accredited a few days later a... (4 pages)View decision -
Decision Reference DRN-4624273
15 Feb 2024 Billing Finance Limited UpheldConsumer CreditDRN-4624273 The complaint Mr S complains that Billing Finance Ltd (“Billing Finance”) supplied him a minibus that wasn’t of satisfactory quality. What happened Mr S acquired a used minibus in September 2019 by taking out a Hire Purchase Agreement with Billing Finance. The age of the minibu... (5 pages)View decision -
Decision Reference DRN-4493335
15 Feb 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4493335 The complaint Mr and Mrs P complain about Tesco Underwriting Limited’s (“Tesco”) delays in handling their subsidence claim. Any reference to Tesco in this final decision includes its respective agents unless specified otherwise. What happened The background of this complaint is... (3 pages)View decision -
Decision Reference DRN-4578018
15 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4578018 The complaint Mr S has complained that AXA Insurance UK Plc unfairly recorded him as having made a claim under his home insurance policy. What happened Mr S’s water company wrongly informed him that he had a water leak at his property. He phoned AXA to enquire about the possibi... (2 pages)View decision -
Decision Reference DRN-4158196
15 Feb 2024 Chapelwood Financial Planning Ltd UpheldPensions and AnnuitiesDRN-4158196 The complaint Mr C complains that he was given unsuitable advice by Chapelwood Financial Planning Ltd to transfer the benefits from his defined benefit (‘DB’) pension with British Steel pension scheme (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and... (5 pages)View decision -
Decision Reference DRN-4392558
15 Feb 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4392558 The complaint Miss F complains that Shop Direct Finance Company Limited (Shop Direct) lent to her irresponsibly. She says Shop Direct didn’t do enough to check she could afford to repay the lending sustainably. Miss F says that the initial limit and all subsequent limit increas... (4 pages)View decision -
Decision Reference DRN-4544235
15 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4544235 The complaint Mr O complains that Barclays has treated him unfairly when it’s failed to remove information recorded against him. What happened Mr O complained to Barclays in February 2022 after he identified it had recorded information on his National Hunter file. Barclays agre... (3 pages)View decision -
Decision Reference DRN-4614520
15 Feb 2024 Key Retirement Solutions Limited UpheldMortgagesDRN-4614520 The complaint Mr and Mrs T, with the assistance of their representative, complain that Key Retirement Solutions Limited trading as Key, mis-sold them a lifetime mortgage and they’ve paid more in interest on their borrowing as a result of this. What happened Our investigator set... (3 pages)View decision -
Decision Reference DRN-4623252
15 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4623252 The complaint Mrs B complains about the service and vehicle value given to her by Admiral Insurance (Gibraltar) Limited (“Admiral”) during a claim under her motor insurance policy. What happened Mrs B had a motor insurance policy with Admiral covering her vehicle, which was a r... (4 pages)View decision -
Decision Reference DRN-4623871
15 Feb 2024 PDL Finance Limited UpheldConsumer CreditDRN-4623871 The complaint Miss L complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her loans without carrying out affordability checks. What happened A summary of Miss L’s borrowing can be found below. loan number loan amount agreement date repayment date number monthly... (4 pages)View decision
