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 121261 results
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Decision Reference DRN-3468051
21 Jul 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3468051 The complaint Mr H has complained that Acromas Insurance Company Limited unreasonably refused his claim under his parts and garage cover. What happened Mr H said his car started making a knocking sound when he was on a roundabout. He managed to drive his car to a garage. At the... (2 pages)View decision -
Decision Reference DRN-3447137
21 Jul 2022 American International Group UK Limited UpheldInsuranceDRN-3447137 The complaint Mr and Mrs D complain that American International Group UK Limited (AIG) mishandled their claim for stolen mobile phones and failed to make reasonable adjustments for Mrs D’s medical condition. I’ve just referred to Mrs D in this decision as she made the claim to ... (2 pages)View decision -
Decision Reference DRN-3557717
21 Jul 2022 Ziglu Limited UpheldBanking and PaymentsDRN-3557717 The complaint Mr A complains that Ziglu Limited (“Ziglu”) is holding him liable for a £350 ATM cash withdrawal which he says the ATM did not dispense. He also complains that Ziglu did not inform him that the £350 it credited to his account was a temporary refund which could be... (2 pages)View decision -
Decision Reference DRN-3584249
21 Jul 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3584249 The complaint Mrs N has complained about loans granted to her by Loans 2 Go Limited (“L2G”). She says that L2G shouldn’t have agreed to the loans because they were unaffordable for her. Mrs N has brought her complaint to us via a claims management company but for simplicity I ... (4 pages)View decision -
Decision Reference DRN-3388061
21 Jul 2022 Zurich Insurance PLC UpheldInsuranceDRN-3388061 The complaint Mr and Mrs C are unhappy with the amount Zurich Insurance plc (“Zurich”) has offered them towards their costs following damage they say was caused to their property by Zurich whilst it carried out repairs in connection with a claim. What happened Mr and Mrs C’s ho... (5 pages)View decision -
Decision Reference DRN-3224942
21 Jul 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-3224942 The complaint Mr K complains about the advice given by Better Retirement Group Ltd trading as FIDUCIA PROSPERITY (BRG) to transfer the benefits from his defined-benefit (DB) occupational pension scheme to a self-invested personal pension (SIPP). He says the advice was unsuitabl... (8 pages)View decision -
Decision Reference DRN-3302915
21 Jul 2022 Advantage Finance Ltd UpheldConsumer CreditDRN-3302915 The complaint Mr T complains that Advantage Finance Ltd didn’t make him aware that the loan it was offering included an acceptance fee of £325 and a final payment of £200. What happened The details of this complaint are well known to both parties, so I won’t repeat them again h... (2 pages)View decision -
Decision Reference DRN-3603010
21 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3603010 The complaint Mrs P represents a hire car business that I will refer to as T in my decision. T complains about AXA Insurance UK Plc’s handling of a claim and acceptance of liability under its commercial motor insurance policy. What happened T made a claim to AXA in September 20... (4 pages)View decision -
Decision Reference DRN-3603177
21 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3603177 The complaint Mr R and Mr T complain that HSBC UK Bank Plc won’t refund money Mr T was tricked into sending to a fraudster. What happened Though Mr R and Mr T are now joint account holders, I understand the account was only held by Mr T at the time and he was the only one that ... (5 pages)View decision -
Decision Reference DRN-3593002
21 Jul 2022 TM Advances Limited UpheldConsumer CreditDRN-3593002 The complaint Miss S complains that TM Advances Ltd lent to her irresponsibly and without carrying out proper affordability checks. She would like all the fees and charges associated with the loan refunded. What happened In October 2019 TM Advances approved a loan of £3,000 for... (4 pages)View decision
