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-4532976
21 Feb 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4532976 The complaint Mr P complains Accredited Insurance (Europe) Ltd unfairly declined his home insurance claim. Accredited’s been represented for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Accredited’s own. What happened When decorating his... (3 pages)View decision -
Decision Reference DRN-4337682
21 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4337682 The complaint Mr M complains about Bank of Scotland plc trading as Halifax. He says that Halifax didn’t do enough to protect him when he became the victim of a scam and would like Halifax to refund him the money he has lost as a result. What happened In January 2021, Mr M was c... (3 pages)View decision -
Decision Reference DRN-4367224
21 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4367224 The complaint Miss M has complained about the way Bank of Scotland plc trading as Halifax dealt with her claim for money back in relation to flights she paid for using her credit card. What happened The circumstances of the complaint are well known to the parties so I’m not goi... (3 pages)View decision -
Decision Reference DRN-4620213
21 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4620213 The complaint Mr J has complained about the way AWP P&C SA handled a claim he made on his travel insurance policy. Mr J has been represented by his daughter in making this complaint. However, for ease, I’ll mostly just be referring to Mr J in this decision. What happened Mr... (4 pages)View decision -
Decision Reference DRN-4581838
21 Feb 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4581838 Complaint Mr S complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and he shouldn’t have been accepted for ... (3 pages)View decision -
Decision Reference DRN-4634854
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4634854 The complaint Mr S complains that Santander UK Plc (“Santander”) unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (“CCA”) in relation to a payment he made using his credit card to purchase a timeshare product. What happened In or around October 2019,... (5 pages)View decision -
Decision Reference DRN-4378733
21 Feb 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInvestmentsDRN-4378733 The complaint Mrs G complains that Sun Life Assurance Company of Canada (U.K.) Limited gave her unsuitable investment advice when it recommended her to invest in a unit linked savings policy with life insurance, over a 20 year term (the ‘plan’). She mainly complains that: the... (5 pages)View decision -
Decision Reference DRN-4623760
21 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4623760 The complaint Mr H complains U K Insurance Limited (UKI) accepted his claim on his car insurance policy as windscreen damage but then, part-way through the claim, changed its position and told him his claim was for accidental damage. Mr H says the claim should be for windscreen... (3 pages)View decision -
Decision Reference DRN-4493189
21 Feb 2024 MFM Investment Ltd Not upheldInvestmentsDRN-4493189 The complaint Mr C says that he has been given incorrect information by MFM Investment Ltd (‘MFM’) that led him to believe that he had contributed to his investment account when he hadn’t done this. He said he spent a large amount of time trying to put this right. What happened... (3 pages)View decision -
Decision Reference DRN-4371498
21 Feb 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4371498 The complaint Mr D complains Frasers Group Financial Services Limited provided him with two unaffordable catalogue shopping accounts under the brands Studio and Ace. I’ll refer to Frasers Group Financial Services Limited as “Studio Retail” throughout my decision; as most of the... (5 pages)View decision
