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 380824 results
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Decision Reference DRN-5167141
25 Nov 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-5167141 The complaint Mr H has complained about Acromas Insurance Company Limited’s decision to decline his car insurance claim. What happened Mr H took out a policy with Acromas in September 2023. In January 2024, on a Friday, his car developed a fault. This meant he couldn’t lock ... (4 pages)View decision -
Decision Reference DRN-5167526
25 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5167526 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr W is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr W hims... (5 pages)View decision -
Decision Reference DRN-5125169
25 Nov 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5125169 The complaint Mr D and Mrs D have complained about how DAS Legal Expenses Insurance Company Limited (DAS) dealt with a claim under a home emergency policy. What happened Mr D and Mrs D contacted DAS when they found a leak coming from their boiler. DAS sent an engineer, who ... (3 pages)View decision -
Decision Reference DRN-5062891
25 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5062891 The complaint Mrs H is unhappy with how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) communicated her interest free period was coming to an end on a fixed sum loan she held with it. What happened In November 2022, Mrs H took out a fixed sum loan ... (4 pages)View decision -
Decision Reference DRN-4947803
25 Nov 2024 Mortgages Plc Not upheldMortgagesDRN-4947803 The complaint Mr F’s complaint arises out of his buy-to-let (BTL) mortgage held with Mortgages plc. Mr F is unhappy that, when he tried to call Mortgages plc to make a payment on the late afternoon of 30 December 2023, he was unable to get through. As a result, he wasn’t ab... (3 pages)View decision -
Decision Reference DRN-5144279
25 Nov 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5144279 The complaint Mrs F has complained about the way Hastings Insurance Services Limited, trading as Hastings Direct, has administered her motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: Mrs F took out a motor ins... (4 pages)View decision -
Decision Reference DRN-5066525
25 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5066525 The complaint Miss W has complained about the way AXA Insurance UK Plc handled her claim under her motor policy following an accident. What happened Miss W was involved in an accident on 12 March 2023. Initially AXA told her it thought it should be settled on a 50/50 liabil... (6 pages)View decision -
Decision Reference DRN-5065579
25 Nov 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-5065579 The complaint This complaint is about three interest-only mortgages Mr and Mrs D hold with HSBC UK Plc. One of the mortgages is a buy-to let (BTL) secured on a property I’ll refer to as 49S. The other two mortgages are residential, and are secured on Mr and Mrs D’s primary r... (4 pages)View decision -
Decision Reference DRN-5164134
25 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5164134 The complaint Miss J complains that Creation Consumer Finance Ltd reported missed payments to her credit file and incorrectly defaulted her account when she had a payment arrangement in place. What happened In April 2020, Miss J took out a running account credit agreement w... (5 pages)View decision -
Decision Reference DRN-5156386
25 Nov 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5156386 The complaint Mr B has complained to ReAssure Limited (ReAssure) about the transfer of his Group Personal Pension (GPP) to a small self-administered scheme (SSAS) in June 2015. Mr B’s SSAS was subsequently used to invest in an investment offered by The Resort Group (TRG). Th... (13 pages)View decision
