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 120469 results
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Decision Reference DRN-3461088
28 Jul 2022 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-3461088 The complaint Mrs P complains about a delay in transferring her SIPP (self invested personal pension) with AJ Bell Management Limited trading as AJ Bell Investcentre (AJ Bell) to a new provider. Mrs P says the delay caused her financial loss. What happened Mrs P and her husband... (4 pages)View decision -
Decision Reference DRN-3618264
28 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3618264 The complaint Mr B complains about AXA Insurance UK Plc’s decision to turn down a claim for an escape of water made under his home insurance policy. What happened AXA turned down Mr B’s claim because it said the claim needed to be directed either to the insurers of the managing... (3 pages)View decision -
Decision Reference DRN-3566179
28 Jul 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3566179 The complaint Miss S complained about the poor customer service she received from Admiral Insurance Company Limited (“Admiral”) under her home insurance policy. What happened Miss S’ neighbour alerted her to a leak coming from her property, so Miss S raised a claim under her po... (2 pages)View decision -
Decision Reference DRN-3472749
28 Jul 2022 Lex Autolease Ltd UpheldConsumer CreditDRN-3472749 The complaint Mr K complains that a car that was supplied to him under a hire agreement with Lex Autolease Limited wasn’t of satisfactory quality. What happened A new car was supplied to Mr K under a hire agreement with Lex Autolease that he signed in June 2018. There were some... (3 pages)View decision -
Decision Reference DRN-3551247
28 Jul 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3551247 The complaint Mrs B and Mr G complain about how Admiral Insurance Company Limited (“Admiral”) handled a claim under their home insurance policy. When I mention Admiral I also mean its suppliers. What happened Mrs B and Mr G have a home insurance policy with Admiral covering the... (3 pages)View decision -
Decision Reference DRN-3618718
28 Jul 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3618718 The complaint Mr L complains that Loans to Go Limited (trading as “Loans 2 Go”) lent to him in an irresponsible manner. What happened Mr L was given a loan by Loans 2 Go in February 2020. He borrowed £1000 and agreed to repay this over 18 months. Mr L had also asked for a loan ... (3 pages)View decision -
Decision Reference DRN-3619275
28 Jul 2022 Legal Insurance Management Ltd UpheldInsuranceDRN-3619275 The complaint Miss L complains that she is dissatisfied with the diagnosis provided by Legal Insurance Management Ltd (LIM) when she made a claim on her home emergency insurance policy. And the service received during her claim. There are several parties and representatives of ... (4 pages)View decision -
Decision Reference DRN-3590432
28 Jul 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3590432 The complaint Mr B and Mrs H complain about how Lloyds Bank General Insurance Limited (Lloyds)handled a claim they made on their home insurance policy. Reference to Lloyds includes its agents. What happened Mr B and Mrs H hold a home insurance policy with Lloyds. After an escap... (2 pages)View decision -
Decision Reference DRN-3208963
28 Jul 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3208963 The complaint Mr C is unhappy with what happened after his hire purchase agreement with BMW Financial Services (GB) limited trading as BMW Financial Services (‘BMW’) ended. Mr C is being represented in this case. However, for ease of reference, my decision will only refer to Mr... (3 pages)View decision -
Decision Reference DRN-3398363
28 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3398363 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) provided poor service and inaccurate information when he asked them about exchanging currency and depositing into his currency account. What happened Late September 2021, Mr G called HSBC to ask questions about a curre... (3 pages)View decision
