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 123872 results
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Decision Reference DRN-5602736
25 Jul 2025 IWP Financial Planning Limited UpheldPensions and AnnuitiesDRN-5602736 The complaint Mrs M says IWP Financial Planning Limited trading as Alexander Grace (‘AG’) is responsible for the mismanagement of her portfolios since 2016, leading to their underperformance and a financial loss. What happened I've outlined what I think are the key eve... (11 pages)View decision -
Decision Reference DRN-5583339
25 Jul 2025 Black Horse Limited UpheldConsumer CreditDRN-5583339 The complaint Mr C complains that Black Horse Limited, trading as Jaguar Financial Services (J,FS) increased the interest rate on a finance offer. He doesn’t feel this is fair. To put this right, he would like JFS to honour its original offer or to compensate him for the di... (2 pages)View decision -
Decision Reference DRN-5311894
25 Jul 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5311894 The complaint Mr G complains that a car supplied to him under a hire agreement with Ald Automotive Limited trading as Kia Contract Hire (KCH) was of unsatisfactory quality. What happened In December 2022 Mr G entered into a hire agreement with KCH to acquire a brand-new car... (3 pages)View decision -
Decision Reference DRN-5586057
25 Jul 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5586057 The complaint Ms G has complained that the offer made to her by her motor insurer, Acromas Insurance Company Limited (‘Acromas’ ), for the market value of her car was too low. What happened In December 2024 Ms G was involved in an accident which unfortunately rendered her c... (3 pages)View decision -
Decision Reference DRN-5712183
25 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5712183 The complaint Ms L complains that Revolut Ltd (“Revolut”) hasn’t refunded her the amount she lost to an impersonation scam. What happened I issued a provisional decision in July 2025 to explain why I thought Ms L’s’ complaint should be upheld. And I said I’d consider anythin... (7 pages)View decision -
Decision Reference DRN-5700909
25 Jul 2025 HDI Global Specialty SE UpheldInsuranceDRN-5700909 The complaint Mr M has complained about the way HDI Global Specialty SE dealt with a malicious damage claim under his residential landlord insurance policy. What happened On 21 April 2024 Mr M made a claim to HDI after his buy to let property was badly damaged through being... (2 pages)View decision -
Decision Reference DRN-5712864
25 Jul 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5712864 The complaint Mrs R complains Astrenska Insurance Limited (Astrenska) unfairly cancelled her contents insurance policy. She also complains about the way it handled her claim and the settlement it has offered. What happened The circumstances of this complaint will be well kno... (5 pages)View decision -
Decision Reference DRN-5705834
25 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5705834 The complaint Mr and Mrs T complain that Ageas Insurance Limited have declined a claim on their buildings and contents insurance policy. It’s important to note that Mr and Mrs T also have a Home Protection policy. However, this is underwritten by a different insurer and so i... (4 pages)View decision -
Decision Reference DRN-5676882
25 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5676882 The complaint Mrs G complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the settlement amount they paid for her car, after it was deemed a total loss following a road traffic accident. Mrs G has been represented by her husband and named driver, Mr G, during the... (6 pages)View decision -
Decision Reference DRN-5715929
25 Jul 2025 Society of Lloyd's UpheldInsuranceDRN-5715929 The complaint A company, which I will refer to as “E” complains about Society of Lloyd’s (“SoL”) handling of their building warranty claim. Mr R has brought the complaint on behalf of E. But for ease, I will refer to E only below. All references to “SoL” also include its app... (4 pages)View decision
