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 122624 results
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Decision Reference DRN-3703279
16 Sep 2022 esure Insurance Limited UpheldInsuranceDRN-3703279 The complaint Mrs K, and Mr K, complain that esure Insurance Limited handled their insurance claim for escape of water poorly. Mrs K has been the primary complainant in this case, so I’ll mainly refer to her. What happened Mrs K has a home insurance policy with esure and had ca... (2 pages)View decision -
Decision Reference DRN-3687063
16 Sep 2022 Fairstone Wealth Management Limited UpheldPensions and AnnuitiesDRN-3687063 The complaint Mr A complains that Fairstone Wealth Management Limited (Fairstone) mismanaged his pension because his funds remained in a cash account rather than being invested. Mr A believes he’s suffered a financial loss as a result. What happened In Nove... (9 pages)View decision -
Decision Reference DRN-3657030
16 Sep 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3657030 The complaint Mrs K complains that the car she acquired through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In June 2021, Mrs K acquired a new car through a conditional sale agreement with Santander. She noticed ex... (3 pages)View decision -
Decision Reference DRN-3703819
16 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3703819 The complaint Mr P complains that AXA Insurance UK Plc hasn’t fully settled a medical expenses claim he made on a travel insurance policy. What happened Mr P was on holiday abroad in a country I’ll call K. He was due to fly back to the UK on 17 March 2020. However, on 10 March ... (6 pages)View decision -
Decision Reference DRN-3479759
16 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3479759 The complaint Mr and Ms F complain that HSBC UK Bank Plc trading as first direct won’t refund money they transferred to a fraudster. What happened The investigator has set out the background to this complaint at great length, so I won’t repeat it all here. Briefly, Ms F was con... (5 pages)View decision -
Decision Reference DRN-3664917
16 Sep 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3664917 The complaint Mr R has complained that Omni Capital Retail Finance Limited (“OCRF”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr R bought a solar panel system (“the system”) for his home in November 2018. The purchase was fund... (4 pages)View decision -
Decision Reference DRN-3290302
16 Sep 2022 Central Markets Investment Management Limited UpheldPensions and AnnuitiesDRN-3290302 The complaint Mr G has complained that he was unsuitably advised by Central Markets Investment Management Ltd (CMIM), as a trustee of his Small Self-Administered Scheme (SSAS), to make investments within the scheme including a discretionary managed portfolio and a Cape Verde ho... (16 pages)View decision -
Decision Reference DRN-3642531
16 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3642531 The complaint Mr T complains that U K Insurance Limited (U K Insurance) delayed paying a settlement payment when his car was written off, under his motor insurance policy. What happened Mr T’s car was damaged. So, he made a claim to U K Insurance in December 2021. A settlement ... (3 pages)View decision -
Decision Reference DRN-3671268
16 Sep 2022 TSB Bank plc UpheldMortgagesDRN-3671268 The complaint Mr P complains that TSB Bank plc (“TSB”) have unfairly reported a late payment on his mortgage account to credit reference agencies. What happened Mr P says he regularly made his contractual monthly payments (“CMPs”) over the phone. But during the Covid-19 pandemi... (3 pages)View decision -
Decision Reference DRN-3657549
16 Sep 2022 Unity Auto Finance Ltd UpheldConsumer CreditDRN-3657549 The complaint Mr B complains about the quality of a car he has been financing through an agreement with Unity Auto Finance Ltd (“Unity”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving ... (3 pages)View decision
