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 366874 results
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Decision Reference DRN-5350579
17 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5350579 The complaint Ms K complains that Royal & Sun Alliance Insurance Limited (RSA) declined a claim she made on her landlord insurance policy. Reference to RSA includes its agents. What happened Ms K holds a landlord insurance policy with RSA. While work was being carried ou... (2 pages)View decision -
Decision Reference DRN-4989498
17 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4989498 The complaint Mr J has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In April 2022, Mr J entered into a two-year fixed sum loan agreement... (5 pages)View decision -
Decision Reference DRN-5354221
17 Mar 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5354221 The complaint Ms B and Mr R has complained about how Highway Insurance Company Limited trading as LV=Broker (Highway) dealt with a claim under their home insurance policy. As Mr R mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to hi... (3 pages)View decision -
Decision Reference DRN-5298010
17 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5298010 The complaint Mr S complains Santander UK Plc (“Santander”) closed his account after asking for tax information and didn’t provide sufficient notice of its intention to do so. To put things right, Mr S wants Santander to reopen the account and pay him compensation for the di... (2 pages)View decision -
Decision Reference DRN-4965147
17 Mar 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-4965147 The complaint Miss A complains that a car acquired under a hire purchase agreement with Tandem Motor Finance Limited (‘Tandem’) wasn’t of satisfactory quality. Miss A is represented in this complaint but for ease of reference I have referred to Miss A throughout this decisio... (3 pages)View decision -
Decision Reference DRN-5324342
17 Mar 2025 AIB Group (UK) Plc UpheldBanking and PaymentsDRN-5324342 The complaint Mrs F complains that AIB Group (UK) Plc (AIB) mistakenly sent a large payment to her daughter’s account, instead of to her account with another bank. Mrs F said her daughter received £750 compensation from AIB and she felt a similar sum should be offered to her... (3 pages)View decision -
Decision Reference DRN-5337614
17 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5337614 The complaint Mr A complains about how Admiral Insurance (Gibraltar) Limited handled his claim on his motor insurance policy. He wants it to repair his car. What happened Mr A’s car was damaged in an incident and Admiral recovered it for repairs. But Admiral found that the ... (2 pages)View decision -
Decision Reference DRN-5187867
17 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5187867 The complaint Mr L complains about the actions of Revolut Ltd when he lost money to a scam. Mr L is being represented by a claims management company but for ease I’ll only refer to Mr L. What happened The detailed background to this complaint is well known to both parties.... (3 pages)View decision -
Decision Reference DRN-5400661
17 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5400661 The complaint Mr E has complained that Liverpool Victoria Insurance Company Limited (LV) charged him an additional premium after he had renewed his home insurance policy at the price it offered. What happened Mr E made a subsidence claim on his policy in September 2023. LV ... (3 pages)View decision -
Decision Reference DRN-5396093
17 Mar 2025 National Westminster Bank Plc Not upheldConsumer CreditDRN-5396093 The complaint Mr and Mrs P complain that National Westminster Bank Plc (NatWest) failed to issue loan funds after approving their application. What happened Mr and Mrs P applied for a loan of £30,000 from NatWest to help purchase a car. The loan application was made over th... (2 pages)View decision
