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-3374826
18 May 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3374826 The complaint Mr and Mrs K complain that Royal & Sun Alliance Insurance Limited (RSA) have handled their home insurance claim unfairly. What happened Mr and Mrs K found that a ground floor window wouldn’t open and discovered some cracks in their property. After this had bee... (2 pages)View decision -
Decision Reference DRN-3483498
18 May 2022 West Bay Insurance Plc UpheldInsuranceDRN-3483498 The complaint Mr L is unhappy that West Bay Insurance Plc (West Bay) voided his insurance and kept his premium payments. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. West Bay has accepted our Investigator’s opini... (2 pages)View decision -
Decision Reference DRN-3286265
18 May 2022 New Mount Reclaim Limited UpheldClaims ManagementDRN-3286265 The complaint Mrs L’s complained that New Mount Reclaim Limited (“NMR”) chased her for payment of a success fee for recovering mis-sold payment protection insurance (PPI) she didn’t believe she owed. What happened In April 2021, Mrs L received a letter from NMR, advising her th... (3 pages)View decision -
Decision Reference DRN-3453111
18 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3453111 The complaint Mr W, acting on behalf of his business, T, complains that HSBC UK Bank Plc didn’t provide adequate notification of the additional charges that were applied to the business’ accounts. What happened Mr W has explained that his business has four client accounts. He s... (3 pages)View decision -
Decision Reference DRN-3463019
18 May 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3463019 The complaint Mrs C has complained about the way Admiral settled a third party claim against her car insurance policy. Mr C is representing Mrs C in her complaint. What happened A named driver under Mrs C’s car insurance policy was involved in an incident with another car. The ... (3 pages)View decision -
Decision Reference DRN-3359526
18 May 2022 Marsh Finance Ltd UpheldConsumer CreditDRN-3359526 The complaint Mr M complains that Marsh Finance Ltd irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In February 2019, Mr M acquired a used car financed by a hire purchase agreement from Marsh Finance. Mr M paid a £100 deposit and w... (3 pages)View decision -
Decision Reference DRN-3452837
18 May 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3452837 The complaint Mr B is unhappy with how BMW Financial Services (GB) Limited handled his request for a final settlement figure for a car he acquired under a hire purchase agreement. What happened In October 2017, Mr B entered into a hire purchase agreement to acquire a new car. I... (4 pages)View decision -
Decision Reference DRN-3320110
18 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3320110 The complaint Mr M complains about irresponsible credit card lending made to him by NewDay Ltd trading as Aqua. He says he couldn’t afford either the initial lending to him of £300 in July 2017, or the increase to £500 later in that year, and NewDay should have realised that. W... (3 pages)View decision -
Decision Reference DRN-3371751
18 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3371751 The complaint Mrs D complains about Aviva Insurance Limited (Aviva) under her home emergency policy, about how Aviva responded to a leak at a property she owned and rented out. References to Aviva include their agents who provide services and deal with claims under the policy. ... (3 pages)View decision -
Decision Reference DRN-3481661
18 May 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3481661 The complaint Mr R complains that Admiral Insurance Company Limited (Admiral) hasn’t paid a fair settlement for his claim following damage to his car. What happened Mr R’s car suffered collision damage when it slipped on ice and into a hedge in January 2021. Mr R is unhappy th... (3 pages)View decision
