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 360982 results
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Decision Reference DRN-5130693
8 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5130693 The complaint Mr G has complained about his let property insurer U K Insurance Limited (UKI) – he feels it misled him regarding detail about a claim recorded on his policy. He feels this has caused him a financial loss. What happened Mr G called UKI about a leak his tenant ... (4 pages)View decision -
Decision Reference DRN-4846503
8 Nov 2024 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4846503 The complaint Mr P complains about the charges Stellantis Financial Services UK Limited (“SFS”) applied when he returned a car at the end of his hire agreement. What happened Mr P entered into a hire agreement in September 2019 for a period of four years. At the end of the h... (4 pages)View decision -
Decision Reference DRN-5015349
8 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5015349 The complaint Miss P complains about what happened after Lloyds Bank PLC marked her account as dormant. What happened Miss P had an account with Lloyds which she opened in 1992. In 2010, the account became dormant. Miss P first complained about this in 2019. She didn’t refer... (3 pages)View decision -
Decision Reference DRN-5133136
8 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5133136 The complaint Mr W has complained about a transfer of his Royal London Mutual Insurance Society Limited personal pension to a small self-administered scheme (“SSAS”) in July 2014. Mr W’s SSAS was subsequently used to invest in an overseas property investment with the Resort ... (3 pages)View decision -
Decision Reference DRN-5135558
8 Nov 2024 First Central Underwriting Limited Not upheldInsuranceDRN-5135558 The complaint Mr and Mrs F have complained that their motor insurer First Central Underwriting Limited (‘First Central’) turned down a claim they made on their policy. What happened In September 2023 Mr and Mrs F made a claim on their policy after their car was damaged afte... (4 pages)View decision -
Decision Reference DRN-5133165
8 Nov 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5133165 The complaint Mr A complains about the repairs that Mulsanne Insurance Company Limited made to his car following a claim made on his motor insurance policy. He wants it to pay him compensation and repair his car at his garage of choice. What happened Mr A’s car was damaged i... (3 pages)View decision -
Decision Reference DRN-5116582
8 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5116582 The complaint Mr M complains that when he froze his Monzo Bank Ltd card according to its help section, a subscription payment was still taken out of his account. What happened Mr M had a monthly subscription payment to a merchant, L, but he wanted to cancel it so he froze hi... (2 pages)View decision -
Decision Reference DRN-4587871
8 Nov 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4587871 The complaint Mr S complains that he was mis-sold a used car by MotoNovo Finance Limited because it had misrepresented the car’s service history. What happened On 30 December 2022 Mr S entered into a five-year regulated hire purchase agreement with MotoNovo in relation to a ... (5 pages)View decision -
Decision Reference DRN-5064432
8 Nov 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5064432 The complaint Mr B complains that BMW Financial Services (GB) Limited (BMWFS) was irresponsible in its lending to him. He wants all interest and charges paid refunded (along with interest). Mr B is represented by a third party but for ease of reference I have referred to Mr ... (3 pages)View decision -
Decision Reference DRN-5135571
8 Nov 2024 HSBC Life (UK) Limited UpheldInsuranceDRN-5135571 The complaint Mrs T (as trustee of the T Trust) is unhappy that HSBC Life (UK) Limited gave her incorrect information when she was trying to amend the trust attached to her life insurance policy (to update the beneficiaries). She’s also unhappy that there were delays sending... (2 pages)View decision
