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-4005569
7 Mar 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4005569 The complaint Miss O complains about the quality of a car she acquired under a hire purchase agreement with MI Vehicle Finance Limited (MI Finance). What happened In September 2020, Miss O entered into a hire purchase agreement with MI Finance to acquire a used car first regist... (8 pages)View decision -
Decision Reference DRN-3973677
7 Mar 2023 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-3973677 The complaint Ms X is unhappy Aviva Life & Pensions UK Limited (Aviva) declined her claim on her income protection policy. What happened Ms X has a group income protection policy through her employer that is underwritten by Aviva. Unfortunately, in May 2019 she was diagnose... (6 pages)View decision -
Decision Reference DRN-3996775
6 Mar 2023 QBE UK Limited UpheldInsuranceDRN-3996775 The complaint Mr A has complained about the delay in repairing his vehicle and the quality of the repairs carried out following a claim under his minibus insurance policy with QBE UK Limited. What happened Mr A, who is a taxi driver, had an accident in his minibus in which it w... (5 pages)View decision -
Decision Reference DRN-4005347
6 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4005347 The complaint Ms M complains that Admiral Insurance (Gibraltar) Limited unfairly declined a claim she made under her motor insurance policy. What happened Ms M poured AdBlue into the diesel tank of her car by mistake. She contacted Admiral who said it was considered to be a mis... (3 pages)View decision -
Decision Reference DRN-3994590
6 Mar 2023 Santander UK Plc UpheldMortgagesDRN-3994590 The complaint Miss M is unhappy with the service provided by Santander UK Plc during her product transfer in July 2022. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute, so I’ll focus ... (2 pages)View decision -
Decision Reference DRN-3944603
6 Mar 2023 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3944603 The complaint Miss P has complained about Building Block Insurance PCC Ltd. She isn’t happy that it will not renew her lifetime pet insurance policy. For ease of reading any reference to Building Block includes the actions of its agents which it is responsible for. What happene... (2 pages)View decision -
Decision Reference DRN-3900317
6 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3900317 The complaint Mr M is complaining that QIC Europe Ltd has declined a claim he made on his buildings insurance policy. What happened Mr M’s property suffered damage during a storm so he contacted QIC to claim for the damage. QIC instructed a surveyor to inspect the property who ... (3 pages)View decision -
Decision Reference DRN-3866387
6 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3866387 The complaint Ms S complains about an investment she made in 2017 with Gallium Fund Solutions Limited (“Gallium”). She says she was mis-sold the investment as she understood it to be reasonably safe. What happened The B&G Plc Bond Ms S invested £11,000 into a B&G Plc 3 ... (5 pages)View decision -
Decision Reference DRN-3967923
6 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3967923 The complaint Mr and Mrs P have complained about delays by AXA Insurance UK Plc in dealing with the claim they made on their property insurance following an escape of water in their kitchen. What happened Towards the end of 2021, Mr and Mrs P lodged a claim with AXA following a... (3 pages)View decision -
Decision Reference DRN-3938068
6 Mar 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3938068 The complaint Mr T complains that PayrNet Limited blocked his account and withheld the money in it. Mr T would like his money back. Mr T held a Rizq branded account – who provided services on behalf of PayrNet – but I will refer to Rizq as PayrNet in this decision. What happene... (2 pages)View decision
