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-3238137
11 Mar 2022 Progressive Money Limited UpheldConsumer CreditDRN-3238137 The complaint Mr H complained that Progressive Money Limited lent to him irresponsibly and provided him with unaffordable lending. What happened Progressive provided a loan to Mr H as follows: Date taken Amount Term months Monthly payment Amount repayable Date repaid May 2017 £... (4 pages)View decision -
Decision Reference DRN-3361907
11 Mar 2022 Argo Direct Limited UpheldInsuranceDRN-3361907 The complaint Mr M and Ms R have complained that Argo Direct Limited (‘ADL’) refused to renew their buildings insurance policy and continue to provide cover for the risk of damage being caused to their property by subsidence. They’ve also complained that ADL haven’t acted in li... (6 pages)View decision -
Decision Reference DRN-3136416
11 Mar 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3136416 The complaint Mr C is unhappy that his request to National Savings and Investments (NS&I) to encash an income bond wasn’t actioned in a reasonable time, and with difficulties he had when trying to log into his NS&I account through the mobile app. What happened In Novemb... (3 pages)View decision -
Decision Reference DRN-3175907
11 Mar 2022 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-3175907 The complaint Mr and Mrs T are unhappy that Chaucer Insurance Company Designated Activity Company declined a claim they made on their travel insurance policy. What happened Mr and Mrs T booked a holiday abroad - to a country I’ll refer to as ‘S’ - for them and their children in... (5 pages)View decision -
Decision Reference DRN-3365521
11 Mar 2022 QIC Europe Ltd UpheldInsuranceDRN-3365521 The complaint Mr and Miss T complain about poor claims service they received from their home insurer, QIC Europe Ltd, (QIC) following their claim for fire damage to their home. They seek compensation for the inconvenience and stress they have been caused. What happened I sent t... (7 pages)View decision -
Decision Reference DRN-3364279
11 Mar 2022 British Gas Services Limited UpheldInsuranceDRN-3364279 The complaint Mr B on behalf of Mrs B has complained about British Gas services Limited. He is unhappy with the way it deal with a service it carried out and that it won’t meet the costs to replace Mrs B’s boiler. What happened Mrs B bought a boiler through British Gas in Febru... (3 pages)View decision -
Decision Reference DRN-3228723
11 Mar 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3228723 The complaint Miss S complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (“VWFS”) have reported missed payments to her credit file and shouldn’t have. What happened The details of this complaint are well known to both parties, so I won’... (2 pages)View decision -
Decision Reference DRN-3356949
11 Mar 2022 Zurich Insurance PLC UpheldInsuranceDRN-3356949 The complaint Mr B has complained about how Zurich Insurance PLC (Zurich) dealt with a claim under his home insurance policy. I’m aware that Mr B has a representative for this case but, for ease, I will normally only refer to Mr B. What happened Mr B made a claim for a flood wh... (3 pages)View decision -
Decision Reference DRN-3362754
11 Mar 2022 Santander UK Plc UpheldMortgagesDRN-3362754 The complaint Mr and Mrs M complain that Santander UK Plc wouldn’t allow them to take a fixed rate on their mortgage. What happened Mr and Mrs M took out their mortgage with Santander in around 2008. They borrowed around £550,000 – around £65,000 was on repayment terms and the ... (4 pages)View decision -
Decision Reference DRN-3356820
11 Mar 2022 Salary Finance Limited UpheldConsumer CreditDRN-3356820 The complaint Mr R complains Salary Finance Limited (SF) gave him an incorrect settlement figure for his personal loan, leading to negative information being recorded on his credit file. Mr R originally took out his loan with another company, but SF are now responsible for it, ... (3 pages)View decision
