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 365917 results
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Decision Reference DRN-4917091
25 Sep 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4917091 The complaint Mr T complains that Tesco Underwriting Limited (“Tesco”) didn’t provide him with a suitable courtesy car following a claim on his car insurance policy. When I mention Tesco I also mean the other companies working on its behalf. What happened Mr T had a motor in... (2 pages)View decision -
Decision Reference DRN-5040653
25 Sep 2024 Bank of Scotland Plc UpheldMortgagesDRN-5040653 The complaint Mr S complains that Bank of Scotland plc trading as Halifax acted unfairly by declining his request to extend his interest only mortgage. What happened Mr S took out an interest only mortgage in 2009 for an initial ten-year term. The mortgage was extended via a... (4 pages)View decision -
Decision Reference DRN-4970455
25 Sep 2024 Saffron Building Society Not upheldMortgagesDRN-4970455 The complaint Mr and Mrs I complain about Saffron Building Society’s handling of their application for a buy-to-let mortgage and in particular that it declined the application but wouldn’t tell them why. What happened Mr and Mrs I made an application to Saffron for a buy-to-... (2 pages)View decision -
Decision Reference DRN-5030131
25 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5030131 The complaint Miss D is unhappy that Aviva Insurance Limited has cancelled her contents insurance policy. This complaint involves the actions of agents for whom Aviva are responsible. Any reference to Aviva includes its agents. What happened Miss D held a contents insuranc... (4 pages)View decision -
Decision Reference DRN-4632616
25 Sep 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4632616 The complaint Mr M complains that the car he acquired through a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance wasn’t of satisfactory quality. He either wants to be able to reject the car or have his repair costs covered.... (3 pages)View decision -
Decision Reference DRN-4876105
25 Sep 2024 Barclays Bank UK PLC Not upheldInvestmentsDRN-4876105 The complaint Mr C complains that Barclays Bank UK PLC failed to make him aware of product costs associated with his investment because it failed to send him information in his requested format. He says that if he’d been made aware of the costs, he’d have taken an alternativ... (3 pages)View decision -
Decision Reference DRN-5031617
25 Sep 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5031617 The complaint Mr B has complained that Arthur J Gallagher Insurance Brokers Limited cancelled his taxi insurance policy too late and he was charged more for it because of this. What happened Mr B took out a policy through Arthur J Gallagher to cover his taxi which started on... (2 pages)View decision -
Decision Reference DRN-4900255
25 Sep 2024 Nutmeg Saving and Investment Limited Not upheldPensions and AnnuitiesDRN-4900255 The complaint Mr M’s account with Nutmeg Saving and Investment Limited (‘Nutmeg’) had an investment pot and an unallocated cash pot. His complaint mainly relates to the unallocated cash pot. On 7 March 2024 (‘the date’) he made a withdrawal from the unallocated cash pot and... (5 pages)View decision -
Decision Reference DRN-4921160
25 Sep 2024 HBOS Investment Fund Managers Limited UpheldPensions and AnnuitiesDRN-4921160 The complaint Mr N complains that HBOS Investment Fund Managers Limited (HBOS) failed to warn him about losses to his pension fund held with it. What happened The investigator set out the background to this complaint in his view and the facts weren’t disputed. With some amen... (4 pages)View decision -
Decision Reference DRN-4998560
25 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4998560 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (“Novuna”) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”).... (11 pages)View decision
