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 121115 results
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Decision Reference DRN-3805624
14 Nov 2022 U K Insurance Limited UpheldInsuranceDRN-3805624 The complaint Mr A has complained about the fact that his former motor insurer, U K Insurance Limited, (UKI) decided to cancel his policy after it said he had misrepresented information he had provided to it. All references to UKI include its agents. What happened Mr A had tak... (6 pages)View decision -
Decision Reference DRN-3783019
14 Nov 2022 Ageas Insurance Limited UpheldInsuranceDRN-3783019 The complaint Miss L says Ageas Insurance Limited didn’t offer her enough for her campervan when she made a claim on her motorhome insurance policy and provided very poor service to her. What happened Miss L’s vehicle was written-off after a non-fault incident in December 2021.... (5 pages)View decision -
Decision Reference DRN-3638660
14 Nov 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3638660 The complaint Ms G and Mr T have complained that Casualty & General Insurance Company (Europe) Limited (C&G) has declined their claim for the cost of treatment for their dog. What happened Ms G and Mr T’s dog, who I’ll refer to as “M”, was insured by C&G from 14 Dec... (2 pages)View decision -
Decision Reference DRN-3799456
14 Nov 2022 Nationwide Building Society UpheldInvestmentsDRN-3799456 The complaint Mr and Mrs P complain that Nationwide Building Society set up an insurance policy in their name which they hadn’t agreed to. What happened In May 2021 Mr and Mrs P spoke with Nationwide about a mortgage and part of that conversation was about a quote for life insu... (3 pages)View decision -
Decision Reference DRN-3569052
14 Nov 2022 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3569052 The complaint Through his claims management company (CMC), Mr C complains that M&S Financial Solutions, an appointed representative (AR) of Pi Financial Limited advised him to transfer his pension into a Gaudi self-invested personal pension (SIPP) and invest with an unsuita... (8 pages)View decision -
Decision Reference DRN-3805546
14 Nov 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3805546 The complaint Mr R complains about the time it took Aviva Life & Pensions UK Limited to provide him with information about his investment, which led to the value of the investment decreasing. What happened On 25 February 2022, Mr R called Aviva to find out the amount of the... (3 pages)View decision -
Decision Reference DRN-3749517
14 Nov 2022 Specialist Motor Finance Limited UpheldConsumer CreditDRN-3749517 The complaint Mr O complains that Specialist Motor Finance Limited (SMFL) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. Mr O is represented by a family member but for ease of reference I have referred to Mr O throughout this decision. What hap... (3 pages)View decision -
Decision Reference DRN-3672751
14 Nov 2022 Specialist Motor Finance Limited UpheldConsumer CreditDRN-3672751 The complaint Mr R complains about the quality of a car he has been financing through an agreement with Specialist Motor Finance Limited (“SMF”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on... (4 pages)View decision -
Decision Reference DRN-3804231
14 Nov 2022 U K Insurance Limited UpheldInsuranceDRN-3804231 The complaint Mr S complains about how U K Insurance Limited trading as Direct Line (UKI) handled a claim under his motor insurance policy for the theft of his vehicle’s alloy wheels. Any reference to UKI in this decision includes their agents. What happened In May 2022 the fou... (4 pages)View decision -
Decision Reference DRN-3728520
14 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3728520 The complaint ‘A’, a limited company, complains that HSBC UK Bank Plc didn’t process and accept an application for an account and explain the reason why. What happened A applied for an account. It was told that there was a discrepancy between the name given and identification d... (3 pages)View decision
