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 366763 results
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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-5573127
30 May 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5573127 The complaint Mrs M complains that Aviva Life and Pensions UK Limited (‘Aviva’) mis-sold their pension lifestyle investment programme to her. She went on to say her pension fund has suffered large investment losses as a consequence of her following that approach which she be... (6 pages)View decision -
Decision Reference DRN-5574165
30 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5574165 The complaint Mr M and Mrs N are assisted in bringing their complaint by “S”, a third-party professional representative. The complaint is, in essence, that First Holiday Finance Ltd acted unfairly and unreasonably by (1) declining to meet their claim in misrepresentation und... (10 pages)View decision -
Decision Reference DRN-5393747
30 May 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5393747 The complaint Ms T has complained about the way AXA PPP Healthcare Limited (trading as AXA Healthcare) handled a claim she made on a private medical insurance policy. What happened Ms T requested a referral to a gynaecologist, which was approved on 5 January 2024. Having ha... (3 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-5428657
30 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5428657 The complaint Miss K is unhappy with TSB Bank plc. Miss K has particular needs and so she has experienced issues with TSB’s online banking. She would like to be able to use the live chat facility without having to log on through TSB’s mobile banking app. What happened Miss ... (2 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
