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-3476575
9 Jun 2022 Amtrust Europe Limited UpheldInsuranceDRN-3476575 The complaint Mr N complains that Amtrust Europe Limited declined his claim made on his motor insurance Guaranteed Asset Protection (GAP) policy. What happened Mr N’s car was stolen, and he made claims to his motor insurer and to Amtrust. His motor insurer settled his claim. Bu... (3 pages)View decision -
Decision Reference DRN-3385008
9 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3385008 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) haven’t upheld a claim he made to them about unsatisfactory goods. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons ... (2 pages)View decision -
Decision Reference DRN-3188576
9 Jun 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3188576 The complaint Mr F complains that Madison CF UK Limited, trading as 118 118 Money, wrongly entered a ‘missed payment’ marker on his credit report for January 2021. What happened Mr F’s complaint stems from Mr F’s view that Madison has misapplied the FCA Guidances in relation to... (7 pages)View decision -
Decision Reference DRN-3532558
9 Jun 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3532558 The complaint Mr K’s complaint is about the poor service he received from ReAssure Limited when he was requesting information from it about his pension plan. What happened Mr K’s complaint was considered by one of our investigators. He sent his assessment of it to both parties ... (3 pages)View decision -
Decision Reference DRN-3521296
9 Jun 2022 Amtrust Europe Limited UpheldInsuranceDRN-3521296 The complaint Mr and Mrs B complain about Amtrust Europe Limited’s handling of claims they made on a legal expenses insurance policy. While Mr and Mrs B are joint policyholders and bring this complaint to our service together, almost all of the contact with Amtrust and our serv... (8 pages)View decision -
Decision Reference DRN-3492480
9 Jun 2022 Close Brothers Limited UpheldConsumer CreditPage 1 of 3The complaint Mr O complains about the quality of a car he has been financing through an agreement with Close Brothers Limited (“Close Brothers”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on... (3 pages)View decision -
Decision Reference DRN-3516751
9 Jun 2022 Fidelius Ltd UpheldPensions and AnnuitiesDRN-3516751 The complaint Mr A’s complaint concerns advice given by Money Wise in 2009 about Mr A’s pension. Fidelius Ltd is now responsible for the advice Money Wise gave. What happened I’ve considered Mr A’s complaint before. I issued a provisional decision on 4 May 2022. I’ve set out ag... (10 pages)View decision -
Decision Reference DRN-3504555
9 Jun 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3504555 The complaint Mrs B complains about the quality of a car she has been financing through an agreement with Vauxhall Finance plc (“VF”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my ... (2 pages)View decision -
Decision Reference DRN-3492457
9 Jun 2022 Coutts & Company UpheldBanking and PaymentsDRN-3492457 The complaint Mr and Mrs K are unhappy because Coutts & Company (Coutts) did not reimburse the money they transferred to a fraudster. What happened Mr and Mrs K are represented in this case by a family member, Mr K. In March 2021 Mr and Mrs K received a call from someone wh... (4 pages)View decision -
Decision Reference DRN-3490604
9 Jun 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3490604 The complaint Mr and Mrs P have complained that Santander UK Plc (“Santander”) approved an overdraft facility that was unaffordable and acted unfairly by continuing to apply charges to their account when they were in financial difficulty. What happened Mr and Mrs P complained ... (3 pages)View decision
