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 370903 results
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Decision Reference DRN-4749011
1 Jul 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4749011 The complaint Mr P says Phoenix Life Limited (Phoenix) provided him and his financial adviser with incomplete and misleading advice about options for taking benefits from his personal pension. He says this led to delays, an impact on the decisions he could make about his plans,... (6 pages)View decision -
Decision Reference DRN-4730144
1 Jul 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4730144 The complaint Miss M says that OAKBROOK FINANCE LIMITED, trading as Likely Loans (who I will call Oakbrook) were unreasonable to default her account. What happened Miss M entered into a fixed sum loan agreement with Oakbrook in June 2021. She made payments in line with the agre... (2 pages)View decision -
Decision Reference DRN-4739683
1 Jul 2024 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4739683 The complaint Mr Q complains about the level of service provided by Atlanta Insurance Intermediaries Limited trading as Swinton Insurance in administering his motor insurance policy. What happened Mr Q said he received a letter from his broker stating that his policy would not ... (2 pages)View decision -
Decision Reference DRN-4748868
1 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4748868 The complaint Mrs F complains about damage charges that Mitsubishi HC Capital UK Plc trading as Novuna Vehicle Solutions has invoiced her for. What happened In November 2017 Mrs F entered into a hire agreement with Novuna for a car. In December 2022, after the agreement had com... (3 pages)View decision -
Decision Reference DRN-4882111
1 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4882111 The complaint Miss P is unhappy with the service she received from Santander UK Plc surrounding her request to set up an overdraft repayment plan and to add her mother as an authorised third- party onto her account. Miss P is represented here by her mother, whom I’ll refer to a... (5 pages)View decision -
Decision Reference DRN-4732336
1 Jul 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4732336 The complaint Ms C complains that Highway Insurance Company Limited (Highway) has dealt with a claim she made on her home insurance unfairly. What happened Ms C made a claim for a damaged heater she used in her outdoor pool. Highway agreed to consider this, and that it would me... (2 pages)View decision -
Decision Reference DRN-4664120
1 Jul 2024 One Insurance Limited Not upheldInsuranceDRN-4664120 The complaint Ms R complains that One Insurance Limited (“OIL”) declined to attend to her under her breakdown insurance policy after her car suffered a flat tyre. Part of this complaint concerns the actions of an intermediary, for whom OIL is responsible. Any reference to OIL i... (3 pages)View decision -
Decision Reference DRN-4703071
1 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4703071 The complaint Mr M complains that National Westminster Bank PLC made errors in an international payment causing it to be cancelled and causing him to incur financial losses. What happened Mr M lives abroad but attended a branch of NatWest in December 2023 in order to carry out ... (3 pages)View decision -
Decision Reference DRN-4881178
1 Jul 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4881178 The complaint Mr G has complained that Royal & Sun Alliance Insurance Limited trading as RSA (‘RSA’) unfairly declined a claim under his home insurance policy. What happened Mr G contacted RSA to make a claim for damage to the roof at his property. RSA arranged for a survey... (3 pages)View decision -
Decision Reference DRN-4594384
1 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4594384 The complaint Mrs D complains about damage charges that Mitsubishi HC Capital UK Plc trading as Novuna Vehicle Solutions has invoiced her for. What happened In November 2018 Mrs D entered into a hire agreement with Novuna for a car. In December 2023, after the agreement had com... (3 pages)View decision
