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 355536 results
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Decision Reference DRN-5000138
3 Sep 2024 Wakam UpheldInsuranceDRN-5000138 The complaint Miss H complains that Wakam provided poor customer service when she enquired about her renewal premium. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backgroun... (3 pages)View decision -
Decision Reference DRN-4700745
3 Sep 2024 First Complete Ltd Not upheldMortgagesDRN-4700745 The complaint Ms A has complained that in 2017 she received unsuitable mortgage advice from an appointed representative of First complete Ltd trading as PRIMIS Mortgage Network and referred to here as PML. Specifically Ms A says that she’d wanted to reduce her mortgage bala... (3 pages)View decision -
Decision Reference DRN-4746284
3 Sep 2024 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4746284 The complaint Miss S complains that FUND OURSELVES LIMITED (“FOL”) treated her poorly when she got into arrears, it offered no support and she feels she has been ignored. Miss S is not content that FOL has applied a default to the account, and the way that it corresponded wi... (4 pages)View decision -
Decision Reference DRN-4997041
3 Sep 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4997041 The complaint Mr U has complained about the service provided by Evolution Insurance Company Limited (Evolution) when dealing with repairs to his boiler and the length of time this took. References to Evolution include its agents and claims managers. I’ve previously issued ... (6 pages)View decision -
Decision Reference DRN-4977744
3 Sep 2024 Capital Home Loans Limited Not upheldMortgagesDRN-4977744 The complaint Miss C complains that Capital Home Loans Limited (trading as CHL Mortgages) unfairly proceeded to take possession of her property when she’d told it she had funds to repay her mortgage arrears. Miss C authorised a representative to help her with this complaint.... (3 pages)View decision -
Decision Reference DRN-4976700
3 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4976700 The complaint Mrs A has complained about the impact on her renewal premium following a ‘notification only’ incident which she made to her insurer Advantage Insurance Company Limited. All reference to the insurer Advantage in my decision includes its agents. What happened In ... (3 pages)View decision -
Decision Reference DRN-4850244
3 Sep 2024 Quilter Holdings Limited Not upheldPensions and AnnuitiesDRN-4850244 The complaint Mrs S complains that an appointed representative of Quilter Holdings Limited (“Quilter)” provided her with unsuitable advice in 1997 about paying free-standing additional voluntary contributions (“FSAVCs”) to her pension savings. What happened Mrs S has been as... (3 pages)View decision -
Decision Reference DRN-4999065
3 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4999065 The complaint A company I’ll call G complains that HSBC Bank UK PLC (HSBC) recalled its Bounce Back Loan (BBL), used the balance of the account funds to pay off the BBL, and that it closed G’s bank account. G is represented by its director, Mrs H. What happened In or around ... (4 pages)View decision -
Decision Reference DRN-4997410
3 Sep 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4997410 The complaint Miss M complains that Red Sands Insurance Company (Europe) Limited unfairly declined a claim under her pet insurance policy and added an exclusion. Where I refer to Red Sands, this includes the actions of its agents and claims handlers for which it takes respo... (6 pages)View decision -
Decision Reference DRN-4994428
3 Sep 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4994428 The complaint Mr M says Vanquis Bank Limited irresponsible lent to him. What happened Mr M took out a credit card from Vanquis on 25 March 2024. He was given a £600 credit limit. He says he was given this credit card during a difficult time in his life when he had a gambling... (2 pages)View decision
