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-4871453
5 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4871453 The complaint Miss O complains about how Admiral Insurance (Gibraltar) Limited handled a claim she made on her motor insurance policy. What happened In July 2023 Miss O’s unattended car was crashed into whilst parked on her drive by another driver. She contacted Admiral and... (3 pages)View decision -
Decision Reference DRN-5104612
5 Nov 2024 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5104612 The complaint Mr H complains that he was misled by Paragon Bank Plc in its advertising and the design of its website to transfer his savings from an ISA to an ordinary savings account. What happened In December 2023, having seen that Paragon advertised better interest rates ... (3 pages)View decision -
Decision Reference DRN-5114851
5 Nov 2024 Go Car Credit Limited Not upheldConsumer CreditDRN-5114851 The complaint Miss M and Mr S complain that a car supplied to them by Go Car Credit Limited (Go Car) under a hire purchase agreement is of unsatisfactory quality. What happened In February 2023, Miss M and Mr S were supplied with a used car through a hire purchase agreement... (4 pages)View decision -
Decision Reference DRN-5061343
5 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5061343 The complaint Miss H is unhappy with the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle her claim under her motor insurance policy. She is also unhappy with the way her claim was handled. Miss H is being represented in this complaint by a family m... (5 pages)View decision -
Decision Reference DRN-5067579
5 Nov 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5067579 The complaint Mr Y is unhappy Amtrust Europe Limited turned down his claim for the theft of two mobile phones. What happened Mr Y has gadget insurance with Amtrust provided as part of a single trip travel insurance policy. In February 2024 he claimed on his policy. He said w... (3 pages)View decision -
Decision Reference DRN-5098259
5 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5098259 The complaint Mr I has complained that Bank of Scotland Plc (trading as “Halifax”) failed to protect him from a scam, and hasn’t refunded all of the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it h... (3 pages)View decision -
Decision Reference DRN-5125032
5 Nov 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5125032 The complaint Mr V is unhappy with the service he received from Mulsanne Insurance Company Limited (Mulsanne) after making a claim under his motor insurance policy. What happened In August 2023 Mr V submitted a claim to Mulsanne after a car accident. Mulsanne deemed the vehi... (3 pages)View decision -
Decision Reference DRN-3235189
5 Nov 2024 Attivo Financial Services Limited Not upheldPensions and AnnuitiesDRN-3235189 The complaint Mr C has complained with the help of a professional third party, about a transfer of his Attivo Financial Services Limited (‘Attivo’) personal pension to a small self-administered scheme (“SSAS”) in September 2015. Mr C’s SSAS was subsequently used to invest in... (12 pages)View decision -
Decision Reference DRN-5125210
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5125210 The complaint Mr B complains that NewDay Ltd trading as John Lewis Partnership Card (‘NewDay’) unfairly recorded query markers (‘markers’) on his credit file when he raised a complaint. What happened The background to this complaint was set out in my provisional decision da... (4 pages)View decision -
Decision Reference DRN-5125064
5 Nov 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5125064 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (17 pages)View decision
