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 369227 results
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Decision Reference DRN-5204013
7 Feb 2025 Santander UK Plc Not upheldConsumer CreditDRN-5204013 The complaint Mr L complains that Santander UK plc irresponsibly lent him three loans between 2020 and 2022. What happened Mr L took out the first loan with Santander in April 2020. He borrowed £3,000 over a term of three years. The monthly loan repayments were £111.44. Mr ... (4 pages)View decision -
Decision Reference DRN-5302538
7 Feb 2025 Acumen Financial Advisers Ltd UpheldInsuranceDRN-5302538 The complaint Miss D and Mr E complain that Acumen Financial Advisers Ltd didn’t set up life insurance policies. What happened Miss D and Mr E took out a mortgage in 2020. They also received advice about life insurance policies from Acumen and agreed to take out cover costin... (6 pages)View decision -
Decision Reference DRN-5088063
7 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5088063 The complaint Miss W complains that BMW Financial Services(GB) Limited trading as Alphera Financial Services (“Alphera”) are incorrectly chasing her for an outstanding balance on an agreement she thought she had settled with them. What happened In March 2022, Miss W acquire... (5 pages)View decision -
Decision Reference DRN-5310521
7 Feb 2025 National Westminster Bank Plc Not upheldInsuranceDRN-5310521 The complaint Mrs K is unhappy that National Westminster Bank Plc (‘NatWest’) failed to set up a trust when they advised her to take out a Flexible Protection Plan. What happened In 1997, Mrs K and her late husband met with a NatWest financial adviser to discuss their financ... (2 pages)View decision -
Decision Reference DRN-4949489
7 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4949489 The complaint Mr and Mrs B complain about the way Royal & Sun Alliance Insurance Limited (RSA) has handled a subsidence claim made on their home insurance policy. Any reference to RSA includes the actions of its agents. As Mr B has been leading on this complaint, for eas... (3 pages)View decision -
Decision Reference DRN-5276659
7 Feb 2025 AWP P&C S.A. Not upheldInsuranceDRN-5276659 The complaint Mr B is unhappy that AWP P&C S.A. didn’t fully settle a claim he made on his travel insurance policy. What happened Mr B went on a multi destination holiday. During his trip a flight was cancelled, and Mr B was unable to travel to one of the destinations he... (2 pages)View decision -
Decision Reference DRN-5314233
7 Feb 2025 Virgin Money Unit Trust Managers Ltd UpheldInvestmentsDRN-5314233 The complaint Mr B is unhappy with the length of time it took Virgin Money Unit Trust Managers Ltd (‘Virgin Money’) to close two investment accounts and send him the funds. What happened Mr B opened two investment accounts with Virgin Money in 2002. In 2024, he wanted to uti... (3 pages)View decision -
Decision Reference DRN-5238709
7 Feb 2025 Allianz Insurance Plc UpheldInsuranceDRN-5238709 The complaint Miss S complains that Allianz Insurance Plc has not paid a claim on her horse insurance policy. What happened Miss S took out a policy for her horse, which started on 13 March 2024 and is underwritten by Allianz. She made a claim on her policy for treatment cos... (2 pages)View decision -
Decision Reference DRN-5294497
7 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5294497 The complaint Mrs H is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) following a claim made on her home insurance policy for damage to her gate. Mrs H and Mr H are both parties to this complaint. Mrs H has primarily dealt with this servi... (3 pages)View decision -
Decision Reference DRN-4854819
7 Feb 2025 Close Brothers Limited UpheldConsumer CreditDRN-4854819 The complaint Mr B complains about the quality of a used car he acquired through a finance agreement with Close Brothers Limited (‘Close Brothers’). Mr B says he had problems with the car very soon after he acquired it. And as he has not been able to drive the car for a sign... (5 pages)View decision
