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 120327 results
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Decision Reference DRN-3618222
9 Aug 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3618222 The complaint Miss K is unhappy Casualty & General Insurance Company (Europe) Ltd (“CGI”) declined a claim she made on her pet insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Miss K had pet insurance... (3 pages)View decision -
Decision Reference DRN-3554986
9 Aug 2022 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-3554986 The complaint A company, which I’ll refer to as A, complains that ERGO Versicherung Aktiengesellschaft, declined a claim it made on its commercial insurance policy for fire damage. Reference to ERGO or A includes things said and done by their respective agents and representativ... (3 pages)View decision -
Decision Reference DRN-3631961
9 Aug 2022 Ageas Insurance Limited UpheldInsuranceDRN-3631961 The complaint Ms Y has complained that Ageas Insurance Limited paid less than they should have done in settlement of her claim under her motor insurance policy following the theft of her car. What happened Ms Y’s car was stolen and she made a claim under her policy with Ageas. ... (4 pages)View decision -
Decision Reference DRN-3627205
8 Aug 2022 Black Horse Limited UpheldConsumer CreditDRN-3627205 The complaint Mrs O complains that a car acquired with finance from Black Horse Limited trading as Land Rover Financial Services wasn’t of satisfactory quality. What happened Since the car was delivered to Mrs O there was a fault with the media and entertainment system. Repairs... (2 pages)View decision -
Decision Reference DRN-3464459
8 Aug 2022 Specialist Lending Limited UpheldConsumer CreditDRN-3464459 The complaint Mr B complains about a loan agreement with Specialist Lending Limited trading as Duologi. What happened Mr B was supplied with a new boiler and entered into a loan agreement with Duologi. In January 2021 Mr B complained to Duologi. He said he’d agreed an interest ... (2 pages)View decision -
Decision Reference DRN-3632870
8 Aug 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3632870 The complaint Mr W complains about the additional rental that he’s been charged by Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, under a hire agreement when there was a delay in the car being collected from him. His relative is also involved in ... (3 pages)View decision -
Decision Reference DRN-3577211
8 Aug 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3577211 The complaint Mrs C complains that Sainsbury’s Bank Plc (“Sainsbury’s Bank”) has refused to refund payments she made to what she believed was a legitimate investments trading company (KayaFX). These payments were made using Mrs C’s Sainsbury’s Bank Mastercard credit card. What... (6 pages)View decision -
Decision Reference DRN-3457227
8 Aug 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3457227 The complaint Mr and Mrs E complain about how Barclays Bank UK Plc has administered their mortgage during the covid-19 pandemic. Mr E has managed the complaint throughout. Mr E complains that Barclays: - made mistakes when setting up two consecutive covid-19 payment deferrals i... (5 pages)View decision -
Decision Reference DRN-3637083
8 Aug 2022 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-3637083 The complaint Mr B complains Hargreaves Lansdown Asset Management Limited unreasonably delayed the transfer of his Self-Invested Personal Pension to a new provider causing him a financial loss. What happened Mr B held a Self-Invested Personal Pension (“SIPP”) with Hargreaves La... (9 pages)View decision -
Decision Reference DRN-3631158
8 Aug 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3631158 The complaint Mrs T complains about the way in which TSB Bank plc handled a balance transfer request on her credit card account. What happened Mrs T has credit card accounts with TSB and with another bank. In December 2020 she decided to take advantage of an account transfer of... (2 pages)View decision
