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-4335500
6 Sep 2023 Nationwide Building Society UpheldConsumer CreditDRN-4335500 The complaint Mr S complains about delays and problems when submitting loan applications to Nationwide Building Society. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In November 2022 Mr S completed an... (3 pages)View decision -
Decision Reference DRN-4334746
6 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4334746 The complaint Mr P complains about how Great Lakes Insurance SE dealt with a claim against his travel insurance policy. Reference to Great Lakes includes its agents. What happened In March 2022, Mr P bought a single trip travel insurance policy underwritten by Great Lakes. He ... (4 pages)View decision -
Decision Reference DRN-4335054
6 Sep 2023 Quilter Mortgage Planning Limited UpheldPensions and AnnuitiesDRN-4335054 The complaint Mr N complains about the actions of Mr X of Harton Mortgage Services Ltd (Harton) – formerly an appointed representative of Quilter Mortgage Planning Limited (Quilter Mortgage). He says Mr X gave him unsuitable advice to move two pensions to a self- invested perso... (11 pages)View decision -
Decision Reference DRN-4329816
6 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4329816 The complaint Miss L is unhappy with Nationwide Building Society’s response to a breach of contract claim she’s made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I recently issued a provisional decision setting out the background to this compla... (6 pages)View decision -
Decision Reference DRN-4071577
6 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4071577 The complaint Mr S has complained about his motor insurer Admiral Insurance (Gibraltar) Limited because it has accused him of fraud, cancelled his policy, declined his claim for theft of his car’s wheel and is demanding its outlay of around £2,500 be reimbursed. What happened I... (4 pages)View decision -
Decision Reference DRN-4299441
6 Sep 2023 Equifax Limited UpheldConsumer CreditDRN-4299441 The complaint Mr M complains that third party information was recorded on his credit file by Equifax Limited trading as Equifax. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Last year, Mr M looked at ... (4 pages)View decision -
Decision Reference DRN-4298781
6 Sep 2023 Solutions Financial Services UpheldPensions and AnnuitiesDRN-4298781 The complaint Mr G’s complaint is that Solutions Financial Services (SFS) didn't give him suitable advice about transferring his pensions to a SIPP (self invested personal pension) and investing in The Resort Group (TRG), Store First and Dolphin Trust, all of which investm... (8 pages)View decision -
Decision Reference DRN-4074316
6 Sep 2023 Fleetprices.co.uk Limited UpheldConsumer CreditDRN-4074316 The complaint Miss A says that FLEETPRICES.CO.UK LIMITED, who I’ll call “Fleetprices”, were wrong to withhold a processing fee when she cancelled a car order that they had arranged, and brokered finance for. What happened The details of this complaint are well known to both par... (2 pages)View decision -
Decision Reference DRN-4301479
6 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4301479 The complaint Mr O and Ms M complain about the way that Great Lakes Insurance SE handled a curtailment claim they made on a travel insurance policy. All references to Great Lakes include the actions of its claims handler. What happened The background to this complaint is well-k... (3 pages)View decision -
Decision Reference DRN-4332449
6 Sep 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4332449 The complaint Mr T has complained about the quality of a used car he acquired under a hire purchase agreement with MotoNovo Finance Limited. What happened In April 2022 Mr T acquired a used car under a hire purchase agreement with MotoNovo. The car was first registered in June ... (6 pages)View decision