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 119142 results
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Decision Reference DRN-3554623
21 Jun 2022 Towergate Financial (West) Limited UpheldPensions and AnnuitiesDRN-3554623 The complaint Mr G complains about the advice given by a firm now known as Towergate Financial (West) Limited (“Towergate”) to transfer the benefits from his preserved defined benefit (‘DB’) occupational pension scheme to a personal pension. He says he was told to say that he w... (7 pages)View decision -
Decision Reference DRN-3521000
21 Jun 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3521000 The complaint Mr A complains about AA Underwriting Insurance Company Limited’s handling of his claim and failure to carry out repairs to all the damage caused to his car, under his motor insurance policy. What happened In August 2021 Mr A was involved in a car accident. He clai... (4 pages)View decision -
Decision Reference DRN-3553105
21 Jun 2022 HDI Global Specialty SE UpheldInsuranceDRN-3553105 The complaint Mr C says HDI Global Specialty SE unfairly rejected his household insurance claim for a damaged television. He also complains about the overall way the claim was handled. For ease of reading, reference to HDI will include their agents. What happened Mr C has a hom... (3 pages)View decision -
Decision Reference DRN-3553298
21 Jun 2022 Capital Professional Limited UpheldPensions and AnnuitiesDRN-3553298 The complaint Mr M complained to us that Capital Professional Limited (trading as Ascot Lloyd) gave him poor advice to transfer out of his defined benefit (DB) occupational pension scheme. Sadly, Mr M died in April 2021 before our consideration of his complaint was concluded. M... (9 pages)View decision -
Decision Reference DRN-3554096
21 Jun 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3554096 The complaint Mr S complains Shop Direct Finance Company Limited didn’t make reasonable adjustments for him, didn’t close his account in the manner he requested and gave poor service too. What happened Mr S had an account with Shop Direct (trading as “Very”) which was closed in... (2 pages)View decision -
Decision Reference DRN-3544572
21 Jun 2022 Lendable Ltd UpheldConsumer CreditDRN-3544572 The complaint Mr L complains through his representative that Lendable Ltd lent him money on high cost loans that he couldn’t afford to repay. What happened Lendable provided Mr L with the following loans: Date of loan Amount lent Monthly instalment) Term of loan Date repaid Loa... (4 pages)View decision -
Decision Reference DRN-3429363
21 Jun 2022 Europa Group Limited UpheldInsuranceDRN-3429363 The complaint Mr S complains that Europa Group Limited hasn’t provided a refund payment that was due after he cancelled his motor insurance policy. He wants the refund to be paid. What happened Mr S’s premium increased significantly at renewal in September 2021. He had a telema... (3 pages)View decision -
Decision Reference DRN-3309834
21 Jun 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3309834 The complaint Mrs H complains about the way Tesco Personal Finance Plc (‘Tesco’) handled her request for a refund in relation to a trip she paid for with her Tesco credit card. What happened In November 2019 Mrs H booked a trip for her and three family members with a company I... (2 pages)View decision -
Decision Reference DRN-3448040
21 Jun 2022 Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG UpheldInsuranceDRN-3448040 The complaint Mr K complains Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG unfairly declined his mobile phone insurance claim. What happened In April 2021 Mr K took out a Helvetia mobile phone insurance policy. The next day he made a claim, reporting the... (2 pages)View decision -
Decision Reference DRN-3468634
21 Jun 2022 FirstRand Bank Limited UpheldConsumer CreditDRN-3468634 The complaint Mrs O complains about the quality of a car that was supplied to her under a Personal Contract Purchase (PCP) agreement with FirstRand Bank Limited (trading as Motonovo Finance). What happened In April 2019 Mrs O took out a PCP agreement with Motonovo for a car. Th... (4 pages)View decision
