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 381082 results
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Decision Reference DRN-5024893
14 Nov 2024 Cofunds Limited UpheldInvestmentsDRN-5024893 The complaint Mr B complains that Cofunds Limited trading as Aegon failed to provide correct fund information to him in a timely manner. He was therefore unable to effectively manage his investments and experienced stress and anxiety as a result. What happened The background... (2 pages)View decision -
Decision Reference DRN-5146024
14 Nov 2024 Target Servicing Limited UpheldMortgagesDRN-5146024 The complaint Ms M complains that Target Servicing Limited delayed redemption of her help-to-buy loan. What happened In 2016, Ms M bought a property using the help-to-buy scheme. She took out an equity loan, which is administered by Target. In July 2021 Ms M started the proc... (3 pages)View decision -
Decision Reference DRN-5137026
14 Nov 2024 London Community Credit Union Limited UpheldBanking and PaymentsDRN-5137026 The complaint X complains about the fees that London Community Credit Union Limited (“LCCU”) charged her without providing her with all the relevant information. X is also unhappy about the service she received from LCCU in branch. What happened X visited a branch of LCCU on... (3 pages)View decision -
Decision Reference DRN-4947622
14 Nov 2024 National House-Building Council Not upheldInsuranceDRN-4947622 The complaint Mr H is unhappy with how National House-Building Council (NHBC) handled the claims he made under his building warranty. What happened Mr H’s ten-year Buildmark policy started in May 2014. During the first two years of cover, he made a number of claims. During... (4 pages)View decision -
Decision Reference DRN-4613693
14 Nov 2024 Covea Insurance plc Not upheldInsuranceDRN-4613693 The complaint Mr P complains that Covea Insurance plc is responsible for damage caused to his home as a result of repairs carried out after a claim on his buildings insurance policy. What happened In 2022 Mr P found there was a leak of water. Hollow voids seen under the floo... (2 pages)View decision -
Decision Reference DRN-5103104
14 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5103104 The complaint Ms C has complained about Royal &Sun Alliance Insurance Limited’s decision not to offer Home Emergency cover at renewal to Ms C. What happened Ms C bought a home insurance policy with the insurer RSA. She agreed for the policy to be automatically renewed. B... (2 pages)View decision -
Decision Reference DRN-4851207
14 Nov 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4851207 The complaint Mr S is unhappy that Clydesdale Bank Plc (trading as “Virgin Money”) removed funds from his bank account after they were reported as fraudulent. What happened On 1 April 2023 Mr S opened an account with Virgin Money with the intention of using it to facilitate... (4 pages)View decision -
Decision Reference DRN-4936236
14 Nov 2024 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-4936236 The complaint Miss B complains about the quality of a car she has been financing through an agreement with Marsh Finance & Commercial Limited (‘Marsh’). What happened Miss B took receipt of a used car in March 2023. She financed the deal through a hire purchase agreement... (3 pages)View decision -
Decision Reference DRN-5051082
14 Nov 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5051082 The complaint Mr K complains about his insurance broker, Automobile Association Insurance Services Limited (AA). He’s unhappy at having to pay an extra £160 for his motor insurance policy after he’d taken out the policy. References to AA in this decision include their agent... (3 pages)View decision -
Decision Reference DRN-5145994
14 Nov 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5145994 The complaint Miss B complains that Santander Consumer (UK) Plc trading as MG Motor Financial Services (“Santander”) supplied her with a car that wasn’t of satisfactory quality at the point of supply. What happened Miss B acquired a brand-new car in May 2023 using a conditi... (7 pages)View decision
