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 1466 results
-
Decision Reference DRN2250616
31 Dec 2018 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsurance (excluding PPI)Ms A and Mr H have complained about Ocaso SA, Compania de Seguros y Reaseguros’s handling of their buildings insurance claim.backgroundMs A and Mr H made a claim after fire damaged their flat. Ocaso appointed a loss adjuster to handle the claim on its behalf. After inspe... (8 pages)View decision -
Decision Reference DRN-4254524
20 Nov 2023 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4254524 The complaint Mr and Mrs S have complained that Lloyds Bank General Insurance Limited (‘Lloyds’) declined their claim for storm damage under their home insurance policy. For the avoidance of doubt the term ‘Lloyds’ includes reference to its agents and representatives in this fi... (6 pages)View decision -
Decision Reference DRN-5529868
20 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5529868 The complaint Mrs D’s complaint is, in essence, that First Holiday Finance Limited (“FHF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her and her late husband under s.140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and ... (21 pages)View decision -
Decision Reference DRN-3362852
11 Mar 2022 Alexander David Securities Limited UpheldPensions and AnnuitiesDRN-3362852 The complaint Mr F has complained, through his representative, about the shares he bought through Templeton Securities Limited (an appointed representative of Alexander David Securities Limited). The representative has said that the firm’s failings resulted in Mr F investing in... (20 pages)View decision -
Decision Reference DRN-5055289
2 Oct 2024 Alexander Hall Associates Limited UpheldMortgagesDRN-5055289 The complaint Ms C complains about mortgage advice she received from Alexander Hall Associates Limited. What happened In 2022, Ms C received planning permission to demolish her property and build a new, larger, property on the same plot. Ms C decided that she needed finance ... (11 pages)View decision -
Decision Reference DRN-5796495
4 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5796495 The complaint Mr and Mrs D complain about Red Sands Insurance Company (Europe) Limited’s (‘Red Sands’) handling of a claim made on their home insurance policy. Except where otherwise stated, references to Red Sands include its agents. What happened Both parties will be fam... (18 pages)View decision -
Decision Reference DRN-6076707
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6076707 The complaint Ms T’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit... (9 pages)View decision -
Decision Reference DRN-5959275
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5959275 The complaint Ms T’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit... (9 pages)View decision -
Decision Reference DRN-3704830
31 Mar 2023 Interactive Investor Services Limited UpheldInvestmentsDRN-3704830 The complaint Mr T complains Interactive Investor Services Limited (“Interactive”) took too long to make shares available on his account. He says this meant he was unable to sell them when he wanted and so he made a large loss instead of a large gain. He says there were signifi... (8 pages)View decision -
Decision Reference DRN-5783011
3 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5783011 The complaint Mrs B and Mr B complain about AXA Insurance UK Plc’s handling of a claim made under their buildings insurance policy after their home was flooded. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary... (16 pages)View decision