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-4273584
30 Aug 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4273584 The complaint Mrs M and Mr M complain that Liverpool Victoria Insurance Company Limited didn’t automatically renew their policy as they should have. As a result Mr M was stopped and fined by the police for not having insurance, which impacted the policy renewal premium. What h... (3 pages)View decision -
Decision Reference DRN-4308138
30 Aug 2023 Premier Mortgages (North West) Limited UpheldMortgagesDRN-4308138 The complaint The estate of the late Mr S complains about a second charge mortgage (secured loan) Mr S took out on the recommendation of Premier Mortgages (North West) Limited trading as Mortgageable. The estate complains that the loan was mis-sold to Mr S and wasn’t suitable f... (7 pages)View decision -
Decision Reference DRN-4151750
30 Aug 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4151750 The complaint Mr R complains about a used car he acquired through a hire purchase agreement with Startline Motor Finance Limited (Startline). Mr R says he experienced numerous problems with the car, which have ultimately resulted in the car’s failure. What happened In November ... (3 pages)View decision -
Decision Reference DRN-4086361
30 Aug 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4086361 The complaint Mr D complains that Sainsbury’s Bank Plc charged him interest on his credit card even though he’d paid it off in full. What happened Mr D says he cleared the balance of his credit card before its due date but was subsequently charged a further £195.89 in interest.... (2 pages)View decision -
Decision Reference DRN-4322653
30 Aug 2023 Society of Lloyd's UpheldInsuranceDRN-4322653 The complaint L has complained about the delay repairing one of its vehicles following a claim under its Taxi Insurance policy with Society of Lloyd’s (SOL). L is represented by Mr N, who is the sole director of the company. L’s claim was against a syndicate which is part of SO... (10 pages)View decision -
Decision Reference DRN-4324564
30 Aug 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4324564 The complaint Mr B has complained about Skyfire Insurance Company Limited. He isn’t happy about the way it cancelled his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows. Mr B was stopped by the p... (4 pages)View decision -
Decision Reference DRN-4324568
30 Aug 2023 Europ Assistance S.A. UpheldInsuranceDRN-4324568 The complaint Mr and Mrs P complain that Europ Assistance S.A. declined their claim against their travel insurance policies. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, on 17 October 2020, Mr... (3 pages)View decision -
Decision Reference DRN-3995209
30 Aug 2023 Halifax Share Dealing Limited UpheldInvestmentsDRN-3995209 The complaint Mr W’s complaint against Halifax Share Dealing Limited, trading as IWeb Share Dealing (“IWeb”), is about the impact of their delay in transferring his stocks and shares ISA. What happened On 29 July 2021, Mr W requested the transfer of his stocks and shares ISA fr... (3 pages)View decision -
Decision Reference DRN-4324614
30 Aug 2023 Santander UK Plc UpheldMortgagesDRN-4324614 The complaint Mr A and Mrs C have complained that, due to an error made by Santander UK Plc, completion of their mortgage and house purchase didn’t take place on the date that had been set for completion. To settle the complaint, Mr A and Mrs C would like Santander to compensat... (3 pages)View decision -
Decision Reference DRN-4323643
30 Aug 2023 Phoenix Life Limited UpheldInvestmentsDRN-4323643 The complaint Mr P complained that the redress offered by Phoenix Life Limited in relation to a mis-sold endowment savings plan was unreasonable. Phoenix Life upheld Mr P’s mis-sale complaint about a plan sold to him by a predecessor business and it is now responsible for the s... (4 pages)View decision