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 121115 results
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Decision Reference DRN-3398462
11 May 2022 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-3398462 The complaint Miss B is unhappy that Chaucer Insurance Company Designated Activity Company declined a claim she made on her travel insurance policy. What happened In late February 2020 Miss B booked a holiday abroad. She was due to travel in April 2020. On 5 March 2020 Miss B t... (4 pages)View decision -
Decision Reference DRN-3473939
11 May 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3473939 The complaint Mr H complains that Volkswagen Financial Services (UK) Limited (VWFS) did not take direct debit payments on a hire purchase agreement. As a result, adverse credit information has been registered against his name. What happened In August 2020 Mr H entered into a fo... (2 pages)View decision -
Decision Reference DRN-3472908
11 May 2022 Central Markets Investment Management Limited UpheldPensions and AnnuitiesDRN-3472908 The complaint Mr E 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 invest in a Cape Verde hotel development of The Resort Group (TRG). Mr E is represented in this co... (14 pages)View decision -
Decision Reference DRN-3320023
11 May 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3320023 The complaint Mr B complains that Hitachi Capital (UK) Plc (Hitachi) charged him for a parking fine that wasn’t valid, charged him for additional days hire of his vehicle when a delay in collecting it was their fault, and didn’t take into account that his car had travelled much... (4 pages)View decision -
Decision Reference DRN-3412559
11 May 2022 Ageas Insurance Limited UpheldInsuranceDRN-3412559 The complaint Mrs H complains how Ageas Insurance Limited has handled her claim on her home insurance policy. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’ve focused on within my decision. In December 2018, M... (3 pages)View decision -
Decision Reference DRN-3427737
11 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3427737 The complaint Mrs H and Mr H (Mr and Mrs H) complain that Santander UK Plc were wrong to keep them in an overdraft situation in which they continually paid charges and suffered loss. Mr and Mrs H say that they have been in overdraft for many years and they were in financial dif... (3 pages)View decision -
Decision Reference DRN-3470911
11 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3470911 The complaint Miss S seeks to recover around £15,000 from HSBC UK Bank Plc, which was stolen from her bank account in 2019 as the result of an investment scam. What happened Miss S fell victim to a scam in mid-2019, perpetrated by a firm claiming to offer profits by trading cry... (6 pages)View decision -
Decision Reference DRN-3427563
11 May 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3427563 The complaint Mrs M, through her representative, complains that Indigo Michael Limited, trading as SafetyNet Credit, approved a credit facility account for her without explaining what it was all about. Her representative submitted the complaint letter to Indigo Michael in Octob... (6 pages)View decision -
Decision Reference DRN-3461108
11 May 2022 Ageas Insurance Limited UpheldInsuranceDRN-3461108 The complaint Mr and Mrs S complain about the poor handling of a claim made on their home contents insurance provided by Ageas Insurance Limited (“Ageas”). What happened Mr and Mrs S suffered a fire at their home on 13 March 2021 and made a claim on their home contents insuranc... (5 pages)View decision -
Decision Reference DRN-3457835
11 May 2022 Astrenska Insurance Limited UpheldInsuranceDRN-3457835 The complaint Mr and Mrs T complain about the way Astrenska Insurance Limited has handled their travel insurance claim. Any reference to Astrenska also includes its agents. What happened Mr and Mrs T booked to travel abroad on holiday, departing on 11 March 2020, with a return ... (6 pages)View decision
