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 125363 results
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Decision Reference DRN-5135371
11 Nov 2024 Capital Home Loans Limited UpheldMortgagesDRN-5135371 The complaint Mr L complains that Capital Home Loans trading as CHL Mortgages unfairly declined his request to extend the term of his mortgage. What happened Mr L has an interest only mortgage with CHL with the term due to end in 2027. In June 2023, Mr L asked CHL to extend ... (3 pages)View decision -
Decision Reference DRN-5099656
11 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5099656 The complaint Mr S complains about how Marshmallow Insurance Limited (“Marshmallow”) handled his car insurance claim and the settlement amount it paid. What happened In November 2023 Mr S contacted Marshmallow to make a claim because his car was stolen. Marshmallow dealt wi... (3 pages)View decision -
Decision Reference DRN-5136717
11 Nov 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5136717 Complaint Miss P has complained about the quality of a car that Toyota Financial Services (UK) PLC (“Toyota FS”) supplied to her through a hire-purchase agreement. Background In February 2024, Toyota FS provided Miss P with finance for a used car. The car was just under nin... (6 pages)View decision -
Decision Reference DRN-5134915
11 Nov 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-5134915 Complaint Mr T is unhappy with what Oodle Financial Services Limited (trading as “Oodle” Car Finance) has agreed to do to put things right for him after agreeing that it supplied him with a car that it accepts wasn’t of satisfactory quality through a hire-purchase agreement.... (5 pages)View decision -
Decision Reference DRN-5124407
9 Nov 2024 Evelyn Partners Investment Management Services Limited UpheldInvestmentsDRN-5124407 The complaint Mr B complains that Evelyn Partners Investment Management Services Limited (trading as “Bestinvest”) has failed to provide appropriate information about his shareholdings, notably in relation to corporate actions. What happened Mr B has a number of holdings wit... (6 pages)View decision -
Decision Reference DRN-5038077
9 Nov 2024 MWA FINANCIAL ADVICE LTD UpheldPensions and AnnuitiesDRN-5038077 The complaint MWA FINANCIAL ADVICE LTD (‘MWA’) previously advised, and serviced, the following accounts for Mrs H and Mr H (‘the complainants’) – Their individual Self-Invested Personal Pensions (‘SIPPs’). Their jointly held General Investment Account (‘GIA’), which had... (12 pages)View decision -
Decision Reference DRN-4761464
8 Nov 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4761464 The complaint Mr T complains that Acromas Insurance Company Limited (“Acromas”) has unfairly declined a claim he made under his breakdown repair policy. What happened Mr T held breakdown repair cover with Acromas, which he took out over the phone in 2020. On 24 June 2022, he... (3 pages)View decision -
Decision Reference DRN-5053152
8 Nov 2024 One Sure Insurance Limited UpheldInsuranceDRN-5053152 The complaint Mr B complains that One Sure Insurance Limited (“One Sure”) mishandled his motor insurance policy. What happened Mr B had a car, first registered in 2013. One Sure is an insurance intermediary or broker. For the year from 15 March 2023, Mr B took out a policy... (4 pages)View decision -
Decision Reference DRN-4950169
8 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4950169 Complaint Mrs T is unhappy that Santander UK Plc didn’t reimburse her after she told it she’d fallen victim to a scam. In bringing this complaint, Mrs T is represented by Mrs W. However, for simplicity’s sake, I’ve generally referred to Mrs T in the text of the decision. Bac... (5 pages)View decision -
Decision Reference DRN-4952480
8 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4952480 The complaint Mr B complains that Revolut Limited (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of t... (7 pages)View decision
