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 120436 results
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Decision Reference DRN-3776036
12 Dec 2022 Inchcape Retail Limited UpheldConsumer CreditDRN-3776036 The complaint Mr K complains that Inchcape Retail Limited trading as Inchcape Mercedes mis-sold him GardX protect when he acquired a new car via a credit agreement. What happened In September 2021 Mr K attended a dealership enquiring about a new car. Mr K says he was told that ... (4 pages)View decision -
Decision Reference DRN-3850808
12 Dec 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3850808 The complaint Ms D complains that Phoenix Life Limited has failed to fairly calculate the value of her pension savings when she asked that they be transferred to another provider. What happened Ms D held pension savings with Phoenix. On 29 January 2021 Phoenix received a reques... (3 pages)View decision -
Decision Reference DRN-3843506
12 Dec 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3843506 The complaint Miss S complains that American Express Services Europe Limited irresponsibly agreed to provide her with a credit card and then subsequently increased the credit limit which was unaffordable for her. What happened In June 2016 Miss S applied online for a credit car... (9 pages)View decision -
Decision Reference DRN-3854224
12 Dec 2022 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-3854224 The complaint Mrs J is unhappy how JAJA FINANCE LTD (JAJA) handled her request for help to recover money following a purchase to an event she made online. What happened At the end of September 2020, Mrs J purchased a ticket to a two-day online event direct through the supplier,... (3 pages)View decision -
Decision Reference DRN-3777825
12 Dec 2022 Studio Retail Limited UpheldConsumer CreditDRN-3777825 The complaint Mrs M has complained that Studio Retail Limited, trading as Studio, irresponsibly lent to her. What happened Mrs M opened a shopping account with Studio Retail in November 2019. Her account limit was initially low - £300. Over the course of the next 11 months Mrs ... (3 pages)View decision -
Decision Reference DRN-3650372
12 Dec 2022 CASLP Ltd UpheldInvestmentsDRN-3650372 The complaint Mrs M complains that she was mis-sold a savings policy in 1990 and a reviewable personal protection (whole of life) policy in 1991 by CASLP Limited. She is represented by a claims management company (‘CMC’) in bringing her complaint. What happened Mrs M stopped pa... (3 pages)View decision -
Decision Reference DRN-3843557
12 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3843557 The complaint Mr R complains that a car he obtained through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (“VWFS”) is of unsatisfactory quality. He wants VWFS to accept his rejection of the car and provide him with a full refund. The complaint is bro... (4 pages)View decision -
Decision Reference DRN-3709209
12 Dec 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3709209 The complaint Mr and Mrs B are unhappy that Fairmead Insurance Limited, trading as Legal and General, declined a claim they made under their home insurance policy. Ms B has represented Mr and Mrs B throughout. What happened The circumstances of this complaint aren’t in dispute,... (3 pages)View decision -
Decision Reference DRN-3853776
12 Dec 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3853776 The complaint Mr O has complained about how Inter Partner Assistance SA (IPA) dealt with a claim under his home emergency policy. What happened Mr O contacted IPA to send an engineer when he found a leak in his bathroom. The next day an engineer visited. He told Mr O what he th... (4 pages)View decision -
Decision Reference DRN-3848347
12 Dec 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3848347 The complaint Mr R is unhappy with the offer Fairmead Insurance Limited has made to settle a claim under his home insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr R said the only toilet at his home bec... (3 pages)View decision
