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-4274403
24 Aug 2023 Advantage Insurance Company Limited UpheldInsurancePage 1 of 3The complaint Mr B is unhappy that Advantage Insurance Company Limited declined a claim he made on his car insurance policy and voided the policy. What happened Mr B’s car was stolen so he claimed on his car insurance policy, which he’d taken out through a price comparison websi... (3 pages)View decision -
Decision Reference DRN-4038542
24 Aug 2023 West Bay Insurance Plc UpheldInsuranceDRN-4038542 The complaint Mr M complains that West Bay Insurance Plc trading as Zenith Insurance (Zenith) repudiated a claim he made against his motor insurance policy. And he complains Zenith caused further damage to his car while it was in the care of the approved repairers (AR). For cla... (4 pages)View decision -
Decision Reference DRN-4215764
24 Aug 2023 Nationwide Building Society UpheldMortgagesDRN-4215764 The complaint Mr G complains Nationwide Building Society caused him to sell a car unnecessarily. What happened Mr G wanted a mortgage with Nationwide. He called Nationwide on 6 February 2023 and spoke to a mortgage representative, whom I’ll call “J”. The purpose of the call wa... (2 pages)View decision -
Decision Reference DRN-4207443
24 Aug 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4207443 The complaint Mr L is complaining about MotoNovo Finance Limited’s (MotoNovo) decision to lend to him – he says the lending was unaffordable. What happened In May 2017, Mr L took out a hire purchase agreement with MotoNovo to finance the purchase of a car. He paid a deposit of ... (4 pages)View decision -
Decision Reference DRN-4204256
24 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4204256 The complaint Mr D complains that HSBC UK Bank Plc asked too many security questions in relation to a transaction that HSBC had flagged as suspicious. This led to his account being blocked which caused him inconvenience. He is also unhappy that HSBC did not initially admit to m... (2 pages)View decision -
Decision Reference DRN-4119114
24 Aug 2023 Tesla Financial Services Limited UpheldConsumer CreditDRN-4119114 The complaint Mr C complains that a car acquired with finance from Tesla Financial Services Limited wasn’t of satisfactory quality. What happened In November 2021 Mr C was supplied with a car and entered into a conditional sale agreement with TFS. Mr C experienced issues with t... (3 pages)View decision -
Decision Reference DRN-4311699
24 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4311699 The complaint Mr M complains about Advantage Insurance Company Limited’s handling of a claim he made under his home insurance policy. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has accept... (4 pages)View decision -
Decision Reference DRN-4035365
24 Aug 2023 Zurich Insurance PLC UpheldInsuranceDRN-4035365 The complaint Ms S has complained that Zurich Insurance Plc have turned down her claim for loss of rent under her Landlords Home Insurance policy. In the main I’ve referred to Zurich throughout this decision for ease, although I realise Ms S actually dealt with Zurich’s agent. ... (4 pages)View decision -
Decision Reference DRN-3740200
24 Aug 2023 AMG Wealth Solutions LLP UpheldPensions and AnnuitiesDRN-3740200 The complaint Mr H complains about the suitability of the advice provided by AMG Wealth Solutions LLP (“AMG”) in February 2018 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr H is represented ... (15 pages)View decision -
Decision Reference DRN-4315308
24 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4315308 The complaint Mrs I is unhappy that HSBC UK Bank Plc has refused to refund the money she lost after falling victim to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: In l... (8 pages)View decision