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 360264 results
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Decision Reference DRN-5116020
14 Nov 2024 HDI Global Specialty SE UpheldInsuranceDRN-5116020 The complaint Mr G has complained about the amount HDI Global Specialty SE (HDI Global) has paid in settlement of his claim under his vehicle hire insurance policy. Any reference to HDI Global includes its agents. What happened Mr G’s vehicle, which he used as a taxi, was da... (2 pages)View decision -
Decision Reference DRN-5050090
14 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5050090 The complaint Mr A complains about Liverpool Victoria Insurance Company Limited’s (‘LV) decline of his landlord’s buildings insurance policy. Any reference to LV includes the actions of their appointed agents. This is because LV accept they are responsible for the actions of... (3 pages)View decision -
Decision Reference DRN-5148190
14 Nov 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-5148190 The complaint Mrs B is unhappy with the service she received from HSBC UK Bank Plc surrounding her right to withdraw from a personal loan. What happened On 18 December 2023, Mrs B successfully applied to HSBC for a £10,000 personal loan, and she received the loan funds that... (3 pages)View decision -
Decision Reference DRN-5104098
14 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5104098 The complaint Miss H complains that NewDay Ltd trading as Aqua recorded missed payments on her credit file whilst she was on a payment holiday. What happened Miss H holds a credit card account with NewDay. On 10 January 2024 Miss H contacted NewDay and advised them that she ... (3 pages)View decision -
Decision Reference DRN-5145980
14 Nov 2024 Topaz Finance Limited Not upheldMortgagesDRN-5145980 The complaint Mr and Mrs C complain that Topaz Finance Limited (trading as Hessonite Mortgages) keeps contacting them about a mortgage debt they don’t believe they owe. What happened Mr and Mrs C had a mortgage with another provider. That provider wrote to them in late 2023... (3 pages)View decision -
Decision Reference DRN-4798129
14 Nov 2024 QIC Europe Ltd UpheldInsuranceDRN-4798129 The complaint Miss W complains QIC Europe Ltd failed to provide a satisfactory repair to her kitchen. QIC’s been represented by agents for the claim and complaint. For simplicity I’ve generally referred to the agents’ actions as being QIC’s own. What happened Miss W’s prop... (3 pages)View decision -
Decision Reference DRN-4613895
14 Nov 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4613895 The complaint Miss O complains that Specialist Motor Finance Limited (“SMFL”) has caused her credit rating to worsen when it incorrectly applied missed payment markers to her file. She wants the entries removing and would like to be compensated for the distress it’s caused. ... (5 pages)View decision -
Decision Reference DRN-5106459
14 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5106459 The complaint Miss B has complained that First Central Underwriting Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss B took out a motor insurance policy with First Central through an online price... (4 pages)View decision -
Decision Reference DRN-5076581
14 Nov 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5076581 The complaint Mrs H has complained that Aviva Life & Pensions UK Limited declined a claim made under her employer’s group critical illness policy. What happened Mrs H had a routine breast mammogram on 1 December 2023. On 1 January 2024, Mrs H joined her employer’s group ... (3 pages)View decision -
Decision Reference DRN-5040185
14 Nov 2024 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5040185 The complaint Miss P’s complained – on behalf of her late father, Mr P’s estate – that Co-op Funeral Plans Limited didn’t provide the services included in Mr P’s pre-paid funeral plan to a satisfactory standard. What happened Mr and Mrs P each bought a pre-paid funeral plan ... (2 pages)View decision
