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 118878 results
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Decision Reference DRN-3307846
22 Mar 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3307846 The complaint Mr S complains that BMW Financial Services (GB) Limited (“BMWFS”) wrongly registered adverse credit information against his name in relation to a debt that was in dispute. What happened In December 2015 Mr S entered into a four year hire purchase agreement for a n... (2 pages)View decision -
Decision Reference DRN-3249083
22 Mar 2022 EUI Limited UpheldInsuranceDRN-3249083 The complaint Miss C complains about the poor work done by the approved repairer used by EUI Limited (trading as Admiral Insurance) when she made a claim on her motor insurance policy, plus EUI’s poor general service and delays. What happened Miss C’s car first went to the appr... (3 pages)View decision -
Decision Reference DRN-3387682
22 Mar 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3387682 The complaint Miss T complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”). What happened I issued my provisional decision on this complaint earlier this month. An extract from that provisional decision is se... (3 pages)View decision -
Decision Reference DRN-3378132
22 Mar 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3378132 The complaint Ms O is unhappy with the way Admiral Insurance (Gibraltar) Limited has dealt with a problem she claimed for under her home insurance policy. What happened I’ll set out a brief summary of the main points relevant to this dispute. In early 2020, Ms O noticed damp i... (6 pages)View decision -
Decision Reference DRN-3387997
22 Mar 2022 Ageas Insurance Limited UpheldInsuranceDRN-3387997 The complaint Mr S and Mrs B complain about the unfair treatment of their claim for a crack in the flooring and a leak, on their late father’s policy with Ageas Insurance Limited. What happened I sent the parties my provisional decision in February 2022, in which I set out the ... (4 pages)View decision -
Decision Reference DRN-3380094
22 Mar 2022 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3380094 The complaint Mrs M complains to Gallium Fund Solutions Limited that she lost the money she invested into a three year bond issued by Basset & Gold Plc (“B&G plc”). She says she thinks the bond was mis-sold to her, and would like to be compensated for her loss. What ha... (30 pages)View decision -
Decision Reference DRN-3382406
22 Mar 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3382406 The complaint Mr J has complained that Great Lakes Insurance SE has declined a claim he made for unemployment on his mortgage payment protection insurance policy. What happened Mr J’s last day at work was 21 May 2021 and he was paid in lieu of notice up to 19 June 2021. Mr J co... (3 pages)View decision -
Decision Reference DRN-3205388
22 Mar 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3205388 The complaint Mr G complains on behalf of his son that AXA Insurance UK Plc has unfairly reduced his claim for damage from an escape of water under his landlord’s insurance policy. I have just referred to Mr G throughout. What happened Mr G took out a policy with AXA in June 20... (4 pages)View decision -
Decision Reference DRN-3365600
22 Mar 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3365600 The complaint Mr B complains that American Express Services Europe Limited (AESEL) froze his personal credit card account and recorded adverse information at credit reference agencies. What happened Mr B says his card was frozen when a restriction was placed on a charge card fo... (4 pages)View decision -
Decision Reference DRN-3387467
22 Mar 2022 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-3387467 The complaint Ms S complains that Legal and General Assurance Society Limited (L&G) caused delays when she tried to encash her stakeholder pension. What happened Ms A held a stakeholder pension with L&G. When she turned 55, she decided to encash the pension. She wanted ... (6 pages)View decision
