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-4253367
2 Aug 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4253367 The complaint Mr T is unhappy that a hire purchase agreement he took out with BMW Financial Services (GB) Limited was misrepresented to him. What happened In January 2022, Mr T was supplied with a used car under a hire purchase agreement with BMW. He paid an advance payment of ... (6 pages)View decision -
Decision Reference DRN-3939656
2 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3939656 The complaint Mr F has complained about his car insurer Admiral Insurance (Gibraltar) Limited because he was stopped by police who said he didn’t have insurance and when he called Admiral from the side of the road it initially found his cover but then said it was for a differen... (2 pages)View decision -
Decision Reference DRN-3369362
2 Aug 2023 Jarvis Investment Management Limited UpheldInvestmentsDRN-3369362 The complaint Mrs B complains Jarvis Investment Management Limited provided her with misleading information, which led to her selling shares she didn’t own via its certificated dealing service. What happened Mrs B owned shares in a firm I’ll refer to as Company D. She’d origina... (4 pages)View decision -
Decision Reference DRN-4271093
2 Aug 2023 Pepper (UK) Limited UpheldMortgagesDRN-4271093 The complaint Miss B complains that Pepper (UK) Limited, trading as Engage Credit, added legal fees to her mortgage, plus interest on those fees, because she made a complaint. What happened Miss B has a mortgage which is administered by Engage. In October 2020, through a law fi... (2 pages)View decision -
Decision Reference DRN-4130818
2 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4130818 The complaint Mr R has complained about his home insurer AXA Insurance UK Plc regarding its handling of his claim made when a water leak occurred at his home. What happened Mr R and his family returned home on 18 August 2022 after a short holiday to find a mains pipe in the upp... (3 pages)View decision -
Decision Reference DRN-4270613
2 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4270613 Complaint Mrs S has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Mrs S with a loan for £800 in June 2022. This loan had an APR of 769.9% and an 18-month term. This all meant the total amount repayable of £2,959.92, w... (4 pages)View decision -
Decision Reference DRN-4278583
1 Aug 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4278583 The complaint Miss S has complained about Madison CF UK Limited (trading as 118 118 Money) holding her liable for a debt which she says was the result of ID theft. What happened This complaint surrounds an unsecured personal loan of £5,000, taken out in Miss S’s name in mid-202... (4 pages)View decision -
Decision Reference DRN-4275725
1 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4275725 The complaint Mr O complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around early 2012, Mr O was approac... (41 pages)View decision -
Decision Reference DRN-4234341
1 Aug 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4234341 The complaint Mrs G complains that a business that has now become part of The Royal London Mutual Insurance Society Limited (RL) gave her unsuitable advice to purchase a Free Standing Additional Voluntary Contribution (FSAVC) plan. Mrs G is represented in her complaint by a com... (6 pages)View decision -
Decision Reference DRN-4278436
1 Aug 2023 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-4278436 The complaint Ms B complained about the service provided by Aegon Investment Solutions Ltd. She said Aegon didn’t carry out a transfer to a third party in a timely manner. She said because of this she has incurred investment losses. What happened In January 2022, Ms B put in an... (4 pages)View decision
