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 4196 results
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Decision Reference DRN3595454
25 Oct 2013 RAC Financial Services Ltd UpheldInsurance (excluding PPI)Mr N says that his motor insurance policy was voided (treated as if it never existed) by his insurance company for giving incorrect information about the registered keeper of the insured car. The policy was sold through an insurance broker - RAC Financial Services Ltd – and Mr N believes... (2 pages)View decision -
Decision Reference DRN-1736736
15 Sep 2020 PSA Finance UK Limited UpheldConsumer CreditDRN-1736736The complaintMr S complains about the amount that he’s been charged by PSA Finance UK Limited, trading as Autobank Financial Services, for damage to a car that had been supplied to him under a conditional sale agreement. What happenedThe details of this complaint are well known ... (2 pages)View decision -
Decision Reference DRN5981158
9 Jan 2020 Orwell Securities (Ipswich) Limited Not upheldInvestment and pensionsMs C’s complaint is, in the main, that Orwell Securities (Ipswich) Limited (‘Orwell’): Provided limited and poor investment advice in relation to her portfolio. [issue 1] Mishandled the transfer of her Beaufort holdings unto the Transact platform. [issue 2] Provided incomplete informati... (6 pages)View decision -
Decision Reference DRN-4401417
17 Oct 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4401417 The complaint Mr H complains that HSBC UK Bank Plc said it couldn’t find the deeds of his house, then an unregistered property. Mr H instructed a legal firm to register the house without deeds, and asked HSBC to pay. HSBC then found the deeds and said it wouldn’t pay for the wo... (4 pages)View decision -
Decision Reference DRN6735088
19 Oct 2015 Octagon Insurance Company Limited UpheldInsurance (excluding PPI)Ms Y has complained about the amount Octagon Insurance Company Limited offered her for the market value of her car when she made a claim under her motor policy following an accident.backgroundMs Y was involved in an accident and reported it to Octagon. It offered ... (4 pages)View decision -
Decision Reference DRN7569377
19 Mar 2020 Specialist Motor Finance Limited UpheldBanking and creditMr M complains that the vehicle he acquired through a hire purchase agreement financed by Specialist Motor Finance Limited was misrepresented. He wants to reject the vehicle and end the agreement.backgroundMr M tells us he acquired the vehicle in February 2019. Prior to supply he says he’d... (4 pages)View decision -
Decision Reference DRN8324708
13 Feb 2017 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr S has complained that Acromas Insurance Company Limited has refused to pay a claim he made on his motor breakdown insurance policy. All references to Acromas include its agents. backgroundI issued a provisional decision on this complaint earlier this month. An extra... (4 pages)View decision -
Decision Reference DRN3526794
19 Mar 2019 CIS General Insurance Limited UpheldInsurance (excluding PPI)Miss V and Mrs V have complained about the way CIS General Insurance Limited dealt with a claim Miss V - as a named driver - made under Mrs V’s car insurance policy. backgroundMiss V made two claims under Mrs V’s policy to CIS: in February and March 2018. Miss V made ... (4 pages)View decision -
Decision Reference DRN-2642815
27 May 2021 Soteria Insurance Limited Not upheldInsuranceDRN-2642815 The complaint Mr B complains that Soteria Insurance Limited, (“Soteria”) voided his motor insurance policy and refused to pay his claim. What happened Mr B took out his motor insurance policy with Soteria through a price comparison website in August 2017 and renewed this in Aug... (4 pages)View decision -
Decision Reference DRN-3345678
20 Apr 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3345678 The complaint Mrs K complains that HSBC UK Bank Plc’s failure to respond to her contact attempts in relation to her mortgage application caused her to miss a deadline and to incur legal costs. What happened Mr and Mrs K visited a branch of HSBC in February 2020 to enquire about... (4 pages)View decision
