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 4790 results
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Decision Reference DRN-4138002
20 Sep 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4138002 The complaint Ms M complains that James Hay Administration Company Limited trading as James Hay Partnership (JHAC) delayed the transfer of her pension to another provider and she suffered financial loss as a result. She also complains about administration delays and errors. Wha... (8 pages)View decision -
Decision Reference DRN2657847
20 Dec 2017 TSB Bank plc Not upheldBanking and creditMr and Mrs B have complained that TSB Bank Plc (“TSB”) mis-sold them three packaged bank accounts. A Select account sold prior to late 2001, a Gold account in August 2004 and a Platinum account in May 2006.backgroundOne of our adjudicators has looked into this comp... (2 pages)View decision -
Decision Reference DRN8274093
11 Feb 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr J has complained that Acromas Insurance Company Limited refused to cover the costs of repairs to his partner’s car following a breakdown. Mr J believed he’d added a Breakdown Repair Cover (BRC) policy for his partner to his and her membership in 2017.backgroundMr ... (3 pages)View decision -
Decision Reference DRN-2722879
15 Jun 2021 Ascent Performance Group Limited Not upheldMortgagesDRN-2722879 The complaint Mr B complains that Ascent Performance Group Limited didn’t act fairly when he repaid a shared equity loan. Ascent administers the loan on behalf of the lender. He asks that it assists in updating his property title. What happened Mr B repaid a shared equity loan ... (2 pages)View decision -
Decision Reference DRN-3872556
6 Feb 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-3872556 The complaint Mr S complains about how Skyfire Insurance Company Limited dealt with a claim on his car insurance policy. What happened Mr S’s car was damaged, so he claimed on his policy with Skyfire. Skyfire accepted the claim and deemed Mr S’s car as what is known as a “total... (2 pages)View decision -
Decision Reference DRN-3431591
16 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3431591 The complaint Mr G complains that a call handler acting on behalf of Aviva Insurance Limited spoke to him rudely following a claim he had made under his motor insurance policy. What happened Mr G reported an incident in August 2021 when his vehicle was damaged. Aviva arranged f... (2 pages)View decision -
Decision Reference DRN8943983
7 Mar 2017 FCE Bank Plc Not upheldBanking and creditMr M complains that a car he bought through a hire purchase agreement with FCE Bank plc (trading as Ford Credit ((Ford) wasn’t the model specified on his agreement. He wants the right car, a refund or a reduction in his payments.backgroundMr M says he bought a use... (2 pages)View decision -
Decision Reference DRN3765996
15 Oct 2018 Equifax Limited Not upheldBanking and creditMrs N complains that EQUIFAX LIMITED didn’t protect her personal details. And it took a long time before it told her there was a problem.background In May 2017 Equifax’s parent company was the subject of a cyber attack and the attackers gained access to some of Mrs N’s... (3 pages)View decision -
Decision Reference DRN8696082
26 Sep 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain about how U K Insurance Limited, trading as Direct Line (UKI), has recorded a claim Mrs C made on her car insurance policy with it.backgroundMr and Mrs C both held car insurance policies with UKI. Mrs C was a named driver on Mr C’s policy.In Septe... (2 pages)View decision -
Decision Reference DRN-2930115
4 Nov 2021 Oodle Financial Services Limited Not upheldConsumer CreditDRN-2930115 The complaint Mr L has complained Oodle Financial Services Limited, trading as Oodle Car Finance, is holding him liable for the payment remaining from a hire purchase agreement which he never took out. What happened In April 2019 a hire purchase agreement with Oodle Car Finance... (2 pages)View decision