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 352408 results
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Decision Reference DRN-5163116
22 Nov 2024 First Complete Ltd UpheldMortgagesDRN-5163116 The complaint Ms B and Mr P complain that Embrace Financial Services Ltd – a mortgage broker and appointed representative of First Complete Ltd trading as PRIMIS Mortgage Network – gave them incorrect information. What happened In 2023, Ms B and Mr P were contacted by Embrac... (4 pages)View decision -
Decision Reference DRN-4817278
22 Nov 2024 Cofunds Limited Not upheldInvestmentsDRN-4817278 The complaint Mr and Mrs C are unhappy that they’re unable to withdraw their investment from a fund held on Cofunds Limited (‘Cofunds’) platform. They feel their investments have been mismanaged What happened Mr and Mrs C both took out stocks and shares ISAs with Company A. ... (2 pages)View decision -
Decision Reference DRN-5014499
22 Nov 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5014499 The complaint Mr S has complained that Zurich Insurance PLC hasn’t fully paid out on a claim he made on a travel insurance policy. He has also complained about the service he received from its medical assistance service whilst he was in hospital. The complaint involves the ... (3 pages)View decision -
Decision Reference DRN-5069165
22 Nov 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5069165 The complaint Mrs W has complained that she is unhappy with the quality of a car she acquired in April 2023, using a hire purchase agreement with Stellantis Financial Services UK Limited (“Stellantis”). What happened Mrs W acquired a Land Rover in April 2023, using a hire p... (4 pages)View decision -
Decision Reference DRN-4904328
22 Nov 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4904328 The complaint Miss A complains about a car supplied under a hire purchase agreement provided by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened Around October 2021 Miss A acquired a new car under a hire purchase agreement... (5 pages)View decision -
Decision Reference DRN-4962525
22 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4962525 The complaint Ms B is unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim on her buildings insurance policy following a storm. This complaint involves the actions of agents for whom RSA is responsible. Any reference to RSA includes its... (3 pages)View decision -
Decision Reference DRN-4970995
22 Nov 2024 Ageas Insurance Limited UpheldInsuranceDRN-4970995 The complaint Mr B complains that Ageas Insurance Limited has acted unfairly when settling a claim made following an escape of water at his property. He feels delays have been added and it failed to provide alternative accommodation when the work was completed, leaving him w... (5 pages)View decision -
Decision Reference DRN-5164353
22 Nov 2024 British Gas Insurance Limited UpheldInsuranceDRN-5164353 The complaint Mrs J complains that the actions of British Gas Insurance Limited (BG) forced her to have to cancel her boiler and gas fire policy. Mrs J is represented by her son Mr J. What happened Mrs J has been a customer of BG for many years. Her policy includes an annual... (3 pages)View decision -
Decision Reference DRN-5154100
22 Nov 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5154100 The complaint Mrs B has complained that Amtrust Europe Limited declined a claim she made under her new home insurance policy. Reference to Amtrust includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the main points:... (4 pages)View decision -
Decision Reference DRN-4724540
22 Nov 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4724540 The complaint Mr M complains Advantage Finance Ltd (Advantage) supplied him with a car that he believes wasn’t of satisfactory quality. What happened The background of this complaint is well known to both parties so I won’t repeat them. Instead I will focus on the reason fo... (4 pages)View decision
