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 118878 results
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Decision Reference DRN-3479566
13 Jun 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3479566 The complaint Miss R complains about the quality of a car she has been financing through an agreement with Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (“VWFS”). What happened The details of this complaint are well known to both parties, so I w... (3 pages)View decision -
Decision Reference DRN-3379708
13 Jun 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3379708 The complaint Mr and Mrs M complain Royal & Sun Alliance Insurance Limited (RSA) have unfairly declined their buildings insurance claim. All references to RSA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I... (2 pages)View decision -
Decision Reference DRN-3538791
13 Jun 2022 NewDay Ltd UpheldConsumer CreditDRN-3538791 The complaint Mr D complains that NewDay Ltd (‘NewDay’) irresponsibly gave him two running account credit facilities that he couldn’t afford. What happened In February 2018, Mr D applied for an Aqua Mastercard credit account with NewDay. He was given an initial credit limit of ... (4 pages)View decision -
Decision Reference DRN-3456401
13 Jun 2022 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-3456401 The complaint Ms T has complained about her let property insurer, Ocaso SA, Compania de Seguros y Reaseguros as it has declined her claim for damage caused to her property. During the course of this decision I’ll refer to locations in the property. In using descriptors such as ... (8 pages)View decision -
Decision Reference DRN-3493898
10 Jun 2022 British Gas Insurance Limited UpheldInsuranceDRN-3493898 The complaint Mr C has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under his home care policy following a leak. There were other representatives involved in this complaint on behalf British Gas. For ease of reference however, I will on... (4 pages)View decision -
Decision Reference DRN-3493111
10 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3493111 The complaint Mr and Mrs J have complained that AXA Insurance UK Plc (‘AXA’) paid part only of their claim under their home insurance policy following loss of a watch. What happened Mr J purchased a luxury watch in July 2020 in an on-line auction. The watch was lost and had las... (3 pages)View decision -
Decision Reference DRN-3538154
10 Jun 2022 Gain Capital UK Limited UpheldInvestmentsDRN-3538154 The complaint Mr H complains that Gain Capital UK Limited (“Gain”) didn’t allow him to close a trade that he placed. What happened On 20 April 2020 Mr H opened a long position in the US Oil May 2020 futures contract the underlying market for which was West Texas Intermediate (W... (5 pages)View decision -
Decision Reference DRN-3516599
10 Jun 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3516599 The complaint Mr and Mrs S complain about Admiral Insurance Company Limited’s decision to decline a claim on their home contents policy. Reference to Admiral includes its agents. What happened Mr and Mrs S held a home contents insurance policy with Admiral. In 2018, their prope... (2 pages)View decision -
Decision Reference DRN-3224557
10 Jun 2022 Wealthwise Corporate Financial Management Ltd UpheldPensions and AnnuitiesDRN-3224557 The complaint Mr T complains about advice he was given to transfer the benefits from his defined-benefit (DB) occupational pension scheme (OPS) to a personal pension plan. He says the advice was unsuitable for him and believes this has caused him a financial loss. Wealthwise Co... (7 pages)View decision -
Decision Reference DRN-3521271
10 Jun 2022 Santander UK Plc UpheldMortgagesDRN-3521271 The complaint Mr P complains that Santander UK Plc incorrectly recorded his mortgage account arrears balance. What happened Mr P is complaining about a residential mortgage with Santander held on interest only terms. He was unhappy with how Santander had administered his accoun... (3 pages)View decision
