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 342371 results
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Decision Reference DRN-4899722
16 Jul 2024 Close Brothers Limited UpheldConsumer CreditDRN-4899722 The complaint Ms G and Mr O complain that a car supplied to them under a conditional sale agreement by Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) was of an unsatisfactory quality. What happened It appears that Mr O was the primary purch... (4 pages)View decision -
Decision Reference DRN-4910126
16 Jul 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4910126 The complaint Mr M complains that London & Colonial Services Limited (‘L&C’) didn’t carry out sufficient due diligence or act in his best interests when it accepted his application for a Self-Invested Personal Pension (‘SIPP’) to invest in Chateau de la Cazine (‘CDC’... (40 pages)View decision -
Decision Reference DRN-4776351
16 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4776351 The complaint Mr O complains about the amount Admiral Insurance (Gibraltar) Limited (“Admiral”) valued his vehicle for following a claim under his car insurance policy. What happened Mr O had a motor insurance policy with Admiral covering his car In December 2023 his car was... (2 pages)View decision -
Decision Reference DRN-4910272
16 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4910272 The complaint Mr S complains that esure Insurance Limited (esure) increased his premium at renewal unfairly due to a delay in it closing a non-fault claim, under his motor insurance policy. What happened Mr S says he paid £102 a month for his insurance with esure. But at re... (3 pages)View decision -
Decision Reference DRN-3925085
16 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3925085 The complaint Mr F has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A ... (7 pages)View decision -
Decision Reference DRN-4910264
16 Jul 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4910264 The complaint Miss M complains about Ageas Insurance Limited’s handling of her motor insurance claim. What happened In December 2023, Miss M made a claim under her motor insurance policy with Ageas after her car was stolen. In January 2024, Miss M raised a complaint about ... (3 pages)View decision -
Decision Reference DRN-4852015
16 Jul 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4852015 The complaint Mrs D complains that AXA PPP Healthcare Limited has turned down a disability compensation claim she made on an International Health Plan. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I th... (4 pages)View decision -
Decision Reference DRN-4717142
16 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4717142 The complaint Mr A complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. What happened Mr A was contacted on a messaging app by a recruiter, who offered him a job opportunity. Mr A had been looking for work so did not question the sudden contac... (5 pages)View decision -
Decision Reference DRN-4694194
16 Jul 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4694194 The complaint Mr P says Scottish Widows Limited didn’t pay his regular pension payment before the end of December 2023. This meant he had to move savings into his payment account to cover direct debits, which caused him stress and unnecessary work. What happened Mr P’s pens... (2 pages)View decision -
Decision Reference DRN-4860459
16 Jul 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4860459 The complaint Mrs E complains that Vanquis Bank Limited hasn’t refunded a credit card transaction which she says she didn’t authorise. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them in detail again here. But I’ll pro... (3 pages)View decision