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 367928 results
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Decision Reference DRN-4779118
7 Nov 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4779118 The complaint Mr J has complained that Astrenska Insurance Limited mis-handled a claim he made on a travel insurance policy. The complaint involves the actions of the claim administrators, acting on behalf of Astrenska. To be clear, when referring to Astrenska in this decis... (3 pages)View decision -
Decision Reference DRN-4796271
7 Nov 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4796271 The complaint Mr G complains that Sainsbury's Bank Plc didn’t uphold his claim under section 75 Consumer Credit Act 1974 (“CCA”) in respect of a disappointing holiday. What happened Mr G booked an overseas holiday with a travel company (“the Supplier”) for his family in... (4 pages)View decision -
Decision Reference DRN-4620534
7 Nov 2024 Metropolitan Police Friendly Society Limited Not upheldInvestmentsDRN-4620534 The complaint Mr M complains he was given misleading information by Metropolitan Police Friendly Society Limited (trading as Metfriendly) about the performance of his stocks and share ISA. He says this meant there was a shortfall in the expected payment when he cashed it in.... (3 pages)View decision -
Decision Reference DRN-5042581
7 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5042581 The complaint Mr A is unhappy with the way the claim he made under his motor insurance policy was handled by U K Insurance Limited (UKI). Mr A is being represented in this complaint by a third party, but as Mr A was the policyholder, and for ease, I have referred to him thro... (3 pages)View decision -
Decision Reference DRN-4998920
7 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-4998920 The complaint Miss C complains esure Insurance Limited (“esure”) misled her to think she would receive a reduction in her premium after her car insurance policy renewed. What happened Miss C called esure in May 2023 to discuss her renewal. Although the premium quoted was £1... (2 pages)View decision -
Decision Reference DRN-5130811
7 Nov 2024 National House-Building Council UpheldInsuranceDRN-5130811 The complaint Mr B has complained about his building warranty insurer, National House-Building Council (NHBC) in relation to defects at his property. Mr B complained to the Financial Ombudsman Service in summer 2023, in doing so he set out concerns about how the claim had b... (7 pages)View decision -
Decision Reference DRN-4862751
7 Nov 2024 Currencies Direct Limited UpheldBanking and PaymentsDRN-4862751 The complaint Mr P and Ms P complain that Currencies Direct Ltd won’t refund the money they lost when they were the victims of a scam. What happened The details of this complaint are well-known to both parties, so I have just summarised some of the key events below. In lat... (9 pages)View decision -
Decision Reference DRN-5065164
7 Nov 2024 One Sure Insurance Limited Not upheldInsuranceDRN-5065164 The complaint A company, which I’ll refer to as ‘O’, complains that One Sure Insurance Limited renewed his commercial motor policy without his consent and has unfairly increased the charges for the cancellation of the policy. Mr D brings the complaint on O’s behalf. For eas... (3 pages)View decision -
Decision Reference DRN-4715233
7 Nov 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4715233 Complaint Miss W has complained about the quality of a car that Startline Motor Finance Limited (“Startline”) supplied to her through a hire-purchase agreement. Background In August 2023, Startline provided Miss W with finance for a used car. The car was just over seven yea... (6 pages)View decision -
Decision Reference DRN-4961520
6 Nov 2024 Marsh Finance Limited UpheldConsumer CreditDRN-4961520 The complaint Mrs D complains Marsh Finance Limited (Marsh Finance) irresponsibly entered into a credit agreement with her because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable for her. What happened Mrs D entered into a hire p... (5 pages)View decision
