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 365360 results
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Decision Reference DRN-4624273
15 Feb 2024 Billing Finance Limited UpheldConsumer CreditDRN-4624273 The complaint Mr S complains that Billing Finance Ltd (“Billing Finance”) supplied him a minibus that wasn’t of satisfactory quality. What happened Mr S acquired a used minibus in September 2019 by taking out a Hire Purchase Agreement with Billing Finance. The age of the minibu... (5 pages)View decision -
Decision Reference DRN-4493335
15 Feb 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4493335 The complaint Mr and Mrs P complain about Tesco Underwriting Limited’s (“Tesco”) delays in handling their subsidence claim. Any reference to Tesco in this final decision includes its respective agents unless specified otherwise. What happened The background of this complaint is... (3 pages)View decision -
Decision Reference DRN-4578018
15 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4578018 The complaint Mr S has complained that AXA Insurance UK Plc unfairly recorded him as having made a claim under his home insurance policy. What happened Mr S’s water company wrongly informed him that he had a water leak at his property. He phoned AXA to enquire about the possibi... (2 pages)View decision -
Decision Reference DRN-4158196
15 Feb 2024 Chapelwood Financial Planning Ltd UpheldPensions and AnnuitiesDRN-4158196 The complaint Mr C complains that he was given unsuitable advice by Chapelwood Financial Planning Ltd to transfer the benefits from his defined benefit (‘DB’) pension with British Steel pension scheme (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and... (5 pages)View decision -
Decision Reference DRN-4392558
15 Feb 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4392558 The complaint Miss F complains that Shop Direct Finance Company Limited (Shop Direct) lent to her irresponsibly. She says Shop Direct didn’t do enough to check she could afford to repay the lending sustainably. Miss F says that the initial limit and all subsequent limit increas... (4 pages)View decision -
Decision Reference DRN-4591016
15 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4591016 The complaint Mrs S complains that a timeshare product was misrepresented to her and her husband. The purchase was partly financed with credit provided by Vacation Finance Limited (“VFL”). Because of that, Mrs S says she has a claim against VFL in the same way she has a claim ... (5 pages)View decision -
Decision Reference DRN-4598994
15 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4598994 The complaint Mr K complains that Admiral Insurance (Gibraltar) avoided his motor insurance policy (treated it like it never existed), refused to pay his claim and has kept the policy premium. What happened Mr K took out a motor insurance policy with Admiral which was automatic... (3 pages)View decision -
Decision Reference DRN-4271106
15 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4271106 The complaint Mr J has complained about the amount AXA Insurance Plc has paid in settlement of his claim under his property insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in disp... (2 pages)View decision -
Decision Reference DRN-4544235
15 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4544235 The complaint Mr O complains that Barclays has treated him unfairly when it’s failed to remove information recorded against him. What happened Mr O complained to Barclays in February 2022 after he identified it had recorded information on his National Hunter file. Barclays agre... (3 pages)View decision -
Decision Reference DRN-4429862
15 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4429862 The complaint Mr T is unhappy about charges he incurred after he made a cash transaction using a credit card provided by HSBC UK Bank Plc (HSBC). He’s also unhappy with the way HSBC handled his complaint. What happened The details of this complaint are well known to both partie... (2 pages)View decision
