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 362195 results
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Decision Reference DRN-4970995
22 Nov 2024 Ageas Insurance Limited UpheldInsuranceDRN-4970995 The complaint Mr B complains that Ageas Insurance Limited has acted unfairly when settling a claim made following an escape of water at his property. He feels delays have been added and it failed to provide alternative accommodation when the work was completed, leaving him w... (5 pages)View decision -
Decision Reference DRN-5164353
22 Nov 2024 British Gas Insurance Limited UpheldInsuranceDRN-5164353 The complaint Mrs J complains that the actions of British Gas Insurance Limited (BG) forced her to have to cancel her boiler and gas fire policy. Mrs J is represented by her son Mr J. What happened Mrs J has been a customer of BG for many years. Her policy includes an annual... (3 pages)View decision -
Decision Reference DRN-5154100
22 Nov 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5154100 The complaint Mrs B has complained that Amtrust Europe Limited declined a claim she made under her new home insurance policy. Reference to Amtrust includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the main points:... (4 pages)View decision -
Decision Reference DRN-4724540
22 Nov 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4724540 The complaint Mr M complains Advantage Finance Ltd (Advantage) supplied him with a car that he believes wasn’t of satisfactory quality. What happened The background of this complaint is well known to both parties so I won’t repeat them. Instead I will focus on the reason fo... (4 pages)View decision -
Decision Reference DRN-5131058
22 Nov 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5131058 The complaint Ms B complains about the service she received from Tesco Personal Finance PLC (“Tesco”) when requesting a Data Subject Access Request (DSAR). In particular she is unhappy Tesco provided this in CD format and believes she was made out to be a racist and forced t... (3 pages)View decision -
Decision Reference DRN-4932375
22 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4932375 The complaint Mr G’s complaint arises out of his mortgage account held with Bank of Scotland PLC trading as Halifax. Mr G is unhappy that, when Halifax carried out an annual review of his mortgage repayments in March 2024, the bank said it would reduce his contractual month... (4 pages)View decision -
Decision Reference DRN-5075885
22 Nov 2024 Marsh Ltd Not upheldInsuranceDRN-5075885 The complaint Mrs B complains Marsh Ltd (“Marsh”) acting as her insurance broker, failed to take appropriate care when arranging her home insurance, resulting in the policy being voided and her claim not being paid. What happened Mrs B took out ... (3 pages)View decision -
Decision Reference DRN-5109440
22 Nov 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5109440 The complaint Mr V complains that Sainsbury’s Bank Plc irresponsibly lent to him. Mr V is represented by his partner in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by Mr V himself. What happened Mr V ... (4 pages)View decision -
Decision Reference DRN-5162864
22 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5162864 The complaint Mrs J has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims she’d made in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mrs J has been represe... (4 pages)View decision -
Decision Reference DRN-5164224
22 Nov 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5164224 The complaint Mr L complains that BMW Financial Services (GB) Limited (BMWFS) didn’t provide an invoice to demonstrate that a car he was financing through an agreement with them, had a zero VAT rating. He says that BMWFS discriminated against him under the Equality Act (2010... (4 pages)View decision
