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 370149 results
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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 -
Decision Reference DRN-5311989
6 Feb 2025 AWP P&C S.A. UpheldInsuranceDRN-5311989 The complaint Mr and Mrs S have complained that AWP P&C S.A. declined a claim they made on a travel insurance policy attached to a bank account. What happened Mr and Mrs S were on a holiday abroad that began on 7 May 2024. Unfortunately, Mr S suffered a broken hip follo... (3 pages)View decision -
Decision Reference DRN-5314391
6 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5314391 The complaint Mr W complains, through his representatives, that Options UK Personal Pensions LLP (“Options”) - previously Carey Pensions UK – accepted his application for a Self-Invested Personal Pension (“SIPP”) when it shouldn’t have because it didn’t carry out adequate du... (18 pages)View decision -
Decision Reference DRN-5155962
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5155962 The complaint Mrs F complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. What happened The detailed background to this complaint is well-known to the parties and has been previously set out by our investigator. Briefly, Mrs F f... (4 pages)View decision -
Decision Reference DRN-5203550
6 Feb 2025 Soteria Insurance Limited UpheldInsuranceDRN-5203550 The complaint Ms B and Mr I complain that Soteria Insurance Limited (“Soteria”) mishandled their home insurance claim following a leak at their property. Any reference to Soteria in this decision include its appointed agents and representatives. What happened In October 2018... (4 pages)View decision -
Decision Reference DRN-5196040
6 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5196040 The complaint Mr G complains that Bank of Scotland plc, trading as Halifax, won’t refund to him the money that he paid to an online retailer. What happened Mr G used his Halifax debit card in December 2023 to pay £72.95 to an online retailer for some jewellery to be delivere... (3 pages)View decision -
Decision Reference DRN-5219282
6 Feb 2025 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-5219282 The complaint Mr K complains that Hargreaves Lansdown Advisory Service (“HLAS”) advised him to invest in the Woodford Equity Income Fund (“WEIF”) when it had grave concerns about the fund internally and that it knowingly misled him about the fund. What happened In 2017 Mr K ... (7 pages)View decision -
Decision Reference DRN-5282407
6 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5282407 The complaint Mr and Mrs M have complained that when Nationwide Building Society (“Nationwide”) changed the travel insurer on its FlexPlus travel insurance, it failed to consider the full costs for its customers. What happened From 15 February 2024, Nationwide wrote out to i... (3 pages)View decision -
Decision Reference DRN-5314111
6 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5314111 The complaint Mr M complains about Healthcare Finance Limited’s (HFL) response to his claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment he bought using a fixed sum loan from it. What happened In August 2023 Mr M bought dent... (5 pages)View decision
