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 DRN0094225
26 Feb 2015 Allen Ford (UK) Limited Not upheldBanking and creditMrs G complains that Allen Ford (UK) Limited misled her about a Personal Contract Purchase (‘PCP’) agreement she entered into. She also says that the deposit she paid was too high and that she was charged for road tax in error.backgroundMrs G says that Allen Ford led her to believe that... (3 pages)View decision -
Decision Reference DRN2657958
6 Jun 2013 Oakwood Homeloans Limited Not upheldBanking and creditMs T complains about the administration of her mortgage account after Oakwood took over her mortgage in 2005, and after repossessing the property in 2009. Ms T also says that Oakwood Homeloans Ltd (‘Oakwood’) misrepresented facts to the Land Registry to make a fraudulent financial gain. ... (3 pages)View decision -
Decision Reference DRN-2612788
19 Feb 2021 AXA Insurance UK Plc UpheldInsuranceDRN-2612788 The complaint Mr V complains that AXA Insurance UK Plc (AXA) has poorly handled his motor insurance claim. What happened Following a road traffic accident AXA failed to collect Mr V’s vehicle which had been recovered by the police. As a result, it was prematurely disposed of wi... (6 pages)View decision -
Decision Reference DRN2170451
17 Jul 2017 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mrs G has complained that Automobile Association Insurance Services Limited (AA) restarted her breakdown policy without permission and then automatically renewed when she didn’t want it to.backgroundIn 2009 Mrs G said she asked AA to cancel her policy as she’d got free c... (2 pages)View decision -
Decision Reference DRN-3701084
5 Mar 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3701084 The complaint Mr M has complained about the way The Royal London Mutual Insurance Society Limited (“Royal London”) dealt with the transfer of his personal pension policies to an occupational scheme in 2011. Mr M’s occupational scheme was subsequently found to be a vehicle for p... (5 pages)View decision -
Decision Reference DRN6566585
23 Jul 2019 Commercial First Mortgages Limited Not upheldBanking and creditMr B complains of delays by his mortgagee Commercial First Mortgages Limited in dealing with his application for its consent to the grant of a new lease of the commercial part of his property. backgroundMr B occupies the upper floor of his property and the ground floor, a shop, is let. The... (5 pages)View decision -
Decision Reference DRN3009751
26 Feb 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr S complains the Society of Lloyd’s has unfairly declined his motor insurance claim when his car was stolen. backgroundMr S insures his car through the Society of Lloyd’s. He has insured it for £99,000 – a specified value. As a condition of Mr S’ insurance he mus... (3 pages)View decision -
Decision Reference DRN7750520
16 Sep 2019 Charter Court Financial Services Limited UpheldBanking and creditB Ltd complains that Charter Court Financial Services Limited trading as Precise Mortgages acted unfairly and unreasonably when dealing with its buy to let mortgage application. It wants a refund of the assessment and valuation fee and a goodwill gesture.background B Ltd applied for a buy ... (3 pages)View decision -
Decision Reference DRN-4630358
20 Mar 2024 Equifax Limited Not upheldConsumer CreditDRN-4630358 The complaint Mrs K complains about information recorded on her credit file by Equifax Limited. What happened Mrs K has told us that in February 2023 she applied for car finance but was declined. The merchant advised that information on Mrs K’s credit file had led to her applic... (2 pages)View decision -
Decision Reference DRN-3118664
22 Feb 2022 Utmost Life and Pensions Limited Not upheldPensions and AnnuitiesDRN-3118664 The complaint Mr H complains that Utmost Life and Pensions Limited didn’t carry out adequate due diligence before it transferred his pension to another pension provider in 2013. He says that Utmost did not give him any warnings about the transfer or set out any risks. It also d... (3 pages)View decision
