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 4257 results
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Decision Reference DRN-2327993
9 Nov 2020 Lex Autolease Ltd Not upheldConsumer CreditDRN-2327993 The complaint Mr B is unhappy that Lex Autolease Ltd have invoiced him to pay an MOT penalty and associated costs. What happened Mr B took out a regulated consumer hire agreement for a car with Lex Autolease in January 2017. This was arranged by a broker. In December 2019, Mr B... (3 pages)View decision -
Decision Reference DRN1547731
28 Nov 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr G’s complaint is about the way in which his legal expenses insurance claim was handled by Ageas. He’s also unhappy that he can’t use his own choice of solicitors to further his claim.backgroundIn 2016 Mr G was involved in a road traffic incident in which he suf... (3 pages)View decision -
Decision Reference DRN8013652
17 Feb 2018 Career Finance 4 Trade Skills Limited Not upheldBanking and creditMs M says that she cancelled her loan with Career Finance 4 Trade Skills Limited (“Career Finance”) within the cooling-off period, but that it’s incorrectly continued to take payments from her.backgroundMs M took out a loan of £3,050 with Career Finance on 13 February 2... (3 pages)View decision -
Decision Reference DRN-3390601
31 Mar 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3390601 The complaint Mr U has complained that Admiral Insurance Company Limited settled two claims against him from third parties under his motor insurance policy without properly investigating them and after he’d said he was not involved. What happened Admiral received a claim agains... (3 pages)View decision -
Decision Reference DRN-5150214
15 Nov 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5150214 The complaint Mrs B has complained, with the help of a professional representative, about a transfer of her Phoenix Life Limited (‘Phoenix Life’) personal pension policies to a small self-administered scheme (‘SSAS’) in January 2015. Mrs B’s SSAS was subsequently used to inv... (15 pages)View decision -
Decision Reference DRN2381006
21 Feb 2019 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Miss S complained about Markerstudy Insurance Company Limited’s handling of her car insurance policy.backgroundA claim was made to Markerstudy against Miss S’s policy saying she was involved in an accident on 13 September 2017. It was alleged that Miss S crashed into th... (3 pages)View decision -
Decision Reference DRN-3306237
29 Sep 2022 Studio Retail Limited UpheldConsumer CreditDRN-3306237 The complaint Miss K complains about how Studio Retail Limited have administered her account with it. What happened Miss K’s complaint centres on how Studio Retail have handled her account. She says errors by Studio Retail have led to a default being unfairly recorded; which ha... (3 pages)View decision -
Decision Reference DRN-4054857
16 May 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4054857 The complaint Mrs S complains that Capital One (Europe) plc failed to refund transactions she didn’t recognise. What happened Mrs S saw there were several transactions on her Capital One credit card that she didn’t recognise and spoke to them about it. These unrecognised transa... (3 pages)View decision -
Decision Reference DRN0954548
27 Mar 2019 Cofunds Limited UpheldInvestment and pensionsMr F complains about Cofunds Limited’s inability to carry out his instructions to transfer assets to his and his sister’s account, which has resulted in loss. background Mr F was the executor, and beneficiary together with his sister, Mrs S, of his late mother’s investme... (3 pages)View decision -
Decision Reference DRN-4072565
3 Jul 2023 Admiral Financial Services Limited UpheldConsumer CreditDRN-4072565 The complaint Miss S has complained about Admiral Financial Services Ltd holding her liable for a debt which she says was the result of ID theft. What happened This complaint surrounds an unsecured personal loan of £10,000, taken out in Miss S’s name in mid-2022. Miss S has exp... (3 pages)View decision
