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 121668 results
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Decision Reference DRN-3688453
13 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3688453 The complaint Mr and Mrs S are unhappy that AXA Insurance UK Plc offered a reduced settlement amount for a claim they made on their home insurance policy. Mr S has primarily dealt with the claim and complaint, so I’ll refer to him only. Reference to AXA includes its agents and ... (3 pages)View decision -
Decision Reference DRN-3688444
13 Sep 2022 Avantia Insurance Limited UpheldInsuranceDRN-3688444 The complaint Mr and Mrs S are unhappy with the way Avantia Insurance Limited sold and renewed their home insurance policy. Mr S has primarily dealt with the claim and complaint, so I’ll refer to him only. What happened The circumstances of this complaint aren’t in dispute, so ... (4 pages)View decision -
Decision Reference DRN-3651246
13 Sep 2022 Tesco Personal Finance PLC UpheldConsumer CreditDRN-3651246 The complaint Mr A complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) irresponsibly lent him money that he couldn’t afford to repay. What happened Tesco provided Mr A with a loan for £35,000 on 30 January 2016. The loan was repayable over 120 months at the ... (4 pages)View decision -
Decision Reference DRN-3699362
13 Sep 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3699362 The complaint Mr B complains that Shop Direct Finance Company Limited trading as very (very) defaulted his account. What happened Mr B had an account with very. The limit was £1,325. His income was affected by the pandemic and he was placed on furlough. His account fell into ... (4 pages)View decision -
Decision Reference DRN-3583063
13 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3583063 The complaint Mr R complains about the way AXA Insurance UK Plc handled a claim he made on a travel insurance policy. What happened Mr R has travel insurance as a benefit of a packaged bank account. Mr R was due to attend a concert. However, after it was cancelled, Mr R wanted ... (2 pages)View decision -
Decision Reference DRN-3698448
13 Sep 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3698448 The complaint Mr R complains Creation Financial Services Limited (Creation) placed a default on his credit file in relation to his credit card account, despite having agreed a Covid payment holiday. What happened Mr R says he applied for a three-month Covid payment holiday in A... (3 pages)View decision -
Decision Reference DRN-3423967
13 Sep 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3423967 The complaint Mr C complains that ReAssure Limited delayed paying him a one-off withdrawal payment from his drawdown pension in April 2021. What happened Mr C contacted ReAssure in February 2021 because he wanted to withdraw some money from his drawdown pension in the new tax y... (5 pages)View decision -
Decision Reference DRN-3614368
13 Sep 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3614368 The complaint Miss B complains that PSA Finance UK Limited won’t pay for the car that was supplied to her under a conditional sale agreement to be repaired. What happened A used car was supplied to Miss B under a conditional sale agreement with PSA Finance that she signed in Au... (3 pages)View decision -
Decision Reference DRN-3693174
13 Sep 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3693174 The complaint Mr D complains that advice given by a predecessor business of Phoenix Life Limited to transfer the benefits of his occupational final salary pension to a personal pension wasn’t in his best interests. Mr D’s complaint was originally brought by a representative, bu... (4 pages)View decision -
Decision Reference DRN-3633974
13 Sep 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3633974 The complaint Mr G complains that a car that was supplied to him under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. Mr G’s wife is also involved with his complaint. What happened A used car... (4 pages)View decision
