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 361839 results
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Decision Reference DRN-4972858
28 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4972858 The complaint Mrs L complains about AXA Insurance UK Plc (“AXA”) and the information provided to her at the time she notified them about her involvement in a non-fault road traffic accident in 2019. What happened The claim and complaint circumstances are well known to both p... (4 pages)View decision -
Decision Reference DRN-4973434
28 Aug 2024 Hub Financial Solutions Limited Not upheldPensions and AnnuitiesDRN-4973434 The complaint This complaint is about the level of service provided by HUB Financial Solutions Limited (“HUB”) to Mrs C and her representative between 10 November 2022 and 8 September 2023 (the “relevant period”) in connection with buying a care annuity for Mrs C. The repres... (5 pages)View decision -
Decision Reference DRN-4918392
28 Aug 2024 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-4918392 The complaint Mrs L complains that The Royal Bank of Scotland Plc mis-sold her mortgage. She says she was told she could only get a mortgage term that ran until the age of 60, but she’s since discovered that was wrong. She feels she’s paid a higher interest rate and life ins... (4 pages)View decision -
Decision Reference DRN-4916593
28 Aug 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4916593 The complaint Mrs T is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) was of an unsatisfactory quality. What happened In September 2022, Mrs T was supplied with a us... (4 pages)View decision -
Decision Reference DRN-4889557
28 Aug 2024 Quidie Limited UpheldConsumer CreditDRN-4889557 The complaint Mr M complains that Quidie Limited trading as Fernovo (“Fernovo”) sent to him an unsolicited email and text in February 2024 which he took to be a lure to entice him to apply for a loan. He has experienced distress and has become angry about it. It has caused h... (2 pages)View decision -
Decision Reference DRN-4989653
28 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4989653 The complaint Mr C complains about the way AXA Insurance UK Plc has handled a claim he made on his motor insurance policy. What happened In April 2023, Mr C was involved in an incident whilst in his car. He made a claim on his AXA insurance policy for the damage to the vehic... (2 pages)View decision -
Decision Reference DRN-4989263
28 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4989263 The complaint Mr W complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr W is being represented by solicitors in his complaint. What happened The detailed background to this complaint is well known to both parties and has been ... (4 pages)View decision -
Decision Reference DRN-4663688
28 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4663688 The complaint Mr S complains that the car valuation he received from Admiral Insurance (Gibraltar) Limited (”Admiral”) is too low. He also stated that he was not clear as to why his car was deemed to be a total loss and considered to be beyond economic repair. What happene... (2 pages)View decision -
Decision Reference DRN-4594170
28 Aug 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4594170 The complaint Miss I complains that Harvey & Thompson Limited, trading as H&T Pawnbrokers, damaged a pawned bracelet while it was in H&T’s possession. What happened In August 2023 Miss I entered into a regulated fixed sum loan agreement with H&T, to borrow £6... (2 pages)View decision -
Decision Reference DRN-4989743
28 Aug 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4989743 The complaint Mrs K complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) has unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes respon... (3 pages)View decision
