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 380712 results
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Decision Reference DRN-5014499
22 Nov 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5014499 The complaint Mr S has complained that Zurich Insurance PLC hasn’t fully paid out on a claim he made on a travel insurance policy. He has also complained about the service he received from its medical assistance service whilst he was in hospital. The complaint involves the ... (3 pages)View decision -
Decision Reference DRN-5069165
22 Nov 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5069165 The complaint Mrs W has complained that she is unhappy with the quality of a car she acquired in April 2023, using a hire purchase agreement with Stellantis Financial Services UK Limited (“Stellantis”). What happened Mrs W acquired a Land Rover in April 2023, using a hire p... (4 pages)View decision -
Decision Reference DRN-4904328
22 Nov 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4904328 The complaint Miss A complains about a car supplied under a hire purchase agreement provided by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened Around October 2021 Miss A acquired a new car under a hire purchase agreement... (5 pages)View decision -
Decision Reference DRN-4962525
22 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4962525 The complaint Ms B is unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim on her buildings insurance policy following a storm. This complaint involves the actions of agents for whom RSA is responsible. Any reference to RSA includes its... (3 pages)View decision -
Decision Reference DRN-4970995
22 Nov 2024 Ageas Insurance Limited UpheldInsuranceDRN-4970995 The complaint Mr B complains that Ageas Insurance Limited has acted unfairly when settling a claim made following an escape of water at his property. He feels delays have been added and it failed to provide alternative accommodation when the work was completed, leaving him w... (5 pages)View decision -
Decision Reference DRN-5164353
22 Nov 2024 British Gas Insurance Limited UpheldInsuranceDRN-5164353 The complaint Mrs J complains that the actions of British Gas Insurance Limited (BG) forced her to have to cancel her boiler and gas fire policy. Mrs J is represented by her son Mr J. What happened Mrs J has been a customer of BG for many years. Her policy includes an annual... (3 pages)View decision -
Decision Reference DRN-5154100
22 Nov 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5154100 The complaint Mrs B has complained that Amtrust Europe Limited declined a claim she made under her new home insurance policy. Reference to Amtrust includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the main points:... (4 pages)View decision -
Decision Reference DRN-4724540
22 Nov 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4724540 The complaint Mr M complains Advantage Finance Ltd (Advantage) supplied him with a car that he believes wasn’t of satisfactory quality. What happened The background of this complaint is well known to both parties so I won’t repeat them. Instead I will focus on the reason fo... (4 pages)View decision -
Decision Reference DRN-5131058
22 Nov 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5131058 The complaint Ms B complains about the service she received from Tesco Personal Finance PLC (“Tesco”) when requesting a Data Subject Access Request (DSAR). In particular she is unhappy Tesco provided this in CD format and believes she was made out to be a racist and forced t... (3 pages)View decision -
Decision Reference DRN-4932375
22 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4932375 The complaint Mr G’s complaint arises out of his mortgage account held with Bank of Scotland PLC trading as Halifax. Mr G is unhappy that, when Halifax carried out an annual review of his mortgage repayments in March 2024, the bank said it would reduce his contractual month... (4 pages)View decision
