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 125400 results
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Decision Reference DRN-4015262
10 Mar 2023 Santander UK Plc UpheldMortgagesDRN-4015262 The complaint Mrs S complains that Santander UK Plc misled her about whether it would offer a mortgage. It then declined her application as she wanted to buy an age restricted property. Mrs S feels she was discriminated against. What happened In March 2022 Mrs S applied to Sant... (3 pages)View decision -
Decision Reference DRN-3985577
10 Mar 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3985577 The complaint Mr H has complained about the amount Haven Insurance Company Limited paid in settlement of a claim he made under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full detail ... (3 pages)View decision -
Decision Reference DRN-4014672
10 Mar 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4014672 The complaint Mr H’s representative complains on his behalf that Advantage Insurance Company Limited (Advantage) did not repair his car after he made a claim on his motor insurance policy. References to Mr H, or his representative, will include the other. There are several part... (3 pages)View decision -
Decision Reference DRN-3787786
10 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3787786 The complaint In April 2017, company R invested £1,000 in a Cash Bond with Basset & Gold Plc (“B&G Plc”). Mr L, director acting on behalf of R, said the Bond was mis-sold as assurance was given that the investment was protected by the Fi... (6 pages)View decision -
Decision Reference DRN-4015141
10 Mar 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4015141 The complaint Mr G complains about charges applied by Mercedes-Benz Financial Services UK Limited (“MBFS”) after his hire agreement ended. What happened In October 2019 Mr G took out a two-year contract hire agreement for a new car. MBFS later agreed to extend this for another ... (9 pages)View decision -
Decision Reference DRN-3901459
10 Mar 2023 Sovereign Money Matters Ltd UpheldInvestmentsDRN-3901459 The complaint Mr P complains that Sovereign Money Matters Ltd didn’t provide the advisory service that it should have and this resulted in him making a loss. What happened Mr P had been a long-time client of SMM and was happy with the advice he received from his adviser, Ms C. ... (8 pages)View decision -
Decision Reference DRN-4014656
10 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-4014656 The complaint Mr and Mrs P complain about how UK Insurance Limited (“UKI”) handled a claim they made on their home insurance policy following a burst pipe at their home. UKI are the underwriters of this policy and part of this complaint concerns the actions of the agents actin... (3 pages)View decision -
Decision Reference DRN-4002455
10 Mar 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4002455 The complaint Mr U complains that Astrenska Insurance Limited (“Astrenska”) has unfairly handled a claim made under his home insurance policy. What happened The background of this complaint is well known to both parties, so I’ll summarise events. In September 2022, Mr U’s home... (3 pages)View decision -
Decision Reference DRN-3878852
10 Mar 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3878852 The complaint Miss L has complained about the way Lloyds Bank General Insurance Limited (‘Lloyds’) have handled a claim she made, under her building and contents insurance policy, for damage to her laptop. What happened Miss L took out a buildings and contents insurance policy ... (3 pages)View decision -
Decision Reference DRN-3866612
10 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3866612 The complaint Mr P is unhappy that Royal & Sun Alliance Insurance plc (RSA) didn’t arrange and pay for alternative accommodation while it dealt with his claim for fire damage. Any reference to RSA includes any other party acting on its behalf. What happened Mr P had buildin... (2 pages)View decision
