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 121479 results
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Decision Reference DRN-5488414
31 May 2025 Montfort International Limited UpheldPensions and AnnuitiesDRN-5488414 The complaint Mr H has complained that Montfort International Limited (‘MIL’) caused delays to his pension transfer / encashment. During this delay the value available to Mr H fell. Mr H has also complained about the fees levied by MIL when the transfer advice itself was ult... (7 pages)View decision -
Decision Reference DRN-5595078
30 May 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5595078 The complaint Miss D complains that the car she acquired financed through a hire purchase agreement with Startline Motor Finance Limited ("Startline”) wasn't of satisfactory quality. Miss D is represented in her complaint. However, for the sake of simplicity in thi... (5 pages)View decision -
Decision Reference DRN-5595282
30 May 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5595282 The complaint Mr T is unhappy with the way The Prudential Assurance Company Ltd (Prudential) managed his pension, preventing him from divesting his investments to cash shortly before his retirement date, causing him anxiety and financial loss. What happened Mr T was employed... (4 pages)View decision -
Decision Reference DRN-5368112
30 May 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5368112 The complaint Mrs H complains AmTrust Specialty Limited (“AmTrust”) has unfairly declined a claim she made on a Building warranty policy. What happened In summary Mrs H made a claim to AmTrust as she became aware the decking to the rear of her property was unstable and unsaf... (4 pages)View decision -
Decision Reference DRN-5595081
30 May 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5595081 The complaint Mr L is unhappy that a car supplied to him under a conditional sale agreement with Santander Consumer plc T/A Santander Consumer Finance (SFC) was of an unsatisfactory quality and that it was not as described. When I refer to what Mr L and his representative h... (8 pages)View decision -
Decision Reference DRN-5595079
30 May 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5595079 The complaint Miss E complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this compla... (7 pages)View decision -
Decision Reference DRN-5102584
30 May 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5102584 The complaint Mr D complains about the quality of a used car supplied to him by Marsh Finance Limited (“Marsh”). What happened Mr D entered into a hire purchase agreement with Marsh In January 2024 for a used car. The car was almost ten years old and had covered around 93,50... (4 pages)View decision -
Decision Reference DRN-5595039
30 May 2025 ManyPets Ltd UpheldInsuranceDRN-5595039 The complaint Miss B has complained that her pet insurance intermediary, ManyPets Ltd, changed its insurance provider to a different insurer which means her policy now provides less cover for her cat’s pre-existing conditions. What happened I issued a provisional decision o... (6 pages)View decision -
Decision Reference DRN-5566796
30 May 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5566796 The complaint Mr O has complained that Aioi Nissay Dowa Insurance UK Limited trading as Tesco Bank Box Insurance (ANDI) wrongly inferred he was using his telematics motor policy for delivery driving activities which wasn’t allowed under the policy. This led Mr O to cancel hi... (4 pages)View decision -
Decision Reference DRN-5573554
30 May 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5573554 The complaint Mr T complains, through his representative, that Options SIPP UK LLP failed to comply with its regulatory obligations in allowing investment into a product that wasn’t appropriate for his SIPP. What happened Although Mr T is represented and his representatives... (16 pages)View decision
