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 383541 results
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Decision Reference DRN-5039046
4 Apr 2025 Belbury Financial Planning Limited UpheldPensions and AnnuitiesDRN-5039046 The complaint Mr K complains that Belbury Financial Planning Limited (‘Belbury’) gave him unsuitable investment advice and that he paid ongoing advice charges but did not receive annual reviews of his portfolio’s performance. Mr K argues that this cost him investment losses.... (5 pages)View decision -
Decision Reference DRN-5129852
4 Apr 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5129852 The complaint Mr B complains that Liverpool Victoria Insurance Company Limited (LV) has treated him unfairly when handling a claim made on his motor insurance policy. He feels LV has failed to progress the liability element of the claim as quickly as it could have and this h... (4 pages)View decision -
Decision Reference DRN-5375382
4 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5375382 The complaint Mr C complains about how Admiral Insurance (Gibraltar) Limited handled a claim he made on his motor insurance policy. What happened The following is intended as a brief summary of events, as the background to this complaint is well known to both parties. Inste... (4 pages)View decision -
Decision Reference DRN-5434711
4 Apr 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5434711 The complaint Ms W is unhappy with the service provided by HDI Global Specialty SE (HDI) following a claim made on her home insurance policy. HDI is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. HDI has... (9 pages)View decision -
Decision Reference DRN-5440492
4 Apr 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5440492 The complaint Miss V complains that Fairscore Ltd trading as Updraft (Fairscore) irresponsibly lent to her. What happened In April 2023 Miss V entered into a Fixed Sum loan agreement with Fairscore for £8,000. This was repayable over 60 months with 59 monthly payments of £22... (4 pages)View decision -
Decision Reference DRN-5000973
4 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5000973 The complaint Mr S complains that HSBC UK Bank Plc didn’t do enough to protect him when he made payments to a property investment opportunity that he now considers was a scam. What happened Mr S made five payments from his HSBC account towards a property development investme... (3 pages)View decision -
Decision Reference DRN-5314668
4 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5314668 The complaint Miss S says Barclays Bank UK PLC (“Barclays”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In summary, Miss ... (2 pages)View decision -
Decision Reference DRN-5364409
4 Apr 2025 Project Solar UK Ltd Not upheldConsumer CreditDRN-5364409 The complaint Mr J complains that Project Solar UK Ltd (“Project Solar”) trapped him into taking out a solar panel system for a high cost. What happened In January 2023, Mr J received a quotation from Project Solar for a solar panel system (“the system”). The price quoted fo... (2 pages)View decision -
Decision Reference DRN-5206835
4 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5206835 The complaint Miss C complains that Santander UK Plc (“Santander”) won’t refund her for a holiday booking she paid for using her debit card. What happened In April 2024, Miss C booked a package holiday through a booking agent I’ll call “L”. The holiday comprised return fligh... (3 pages)View decision -
Decision Reference DRN-5001620
4 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5001620 The complaint Mr H and Mr H have complained that Ageas Insurance Limited declined a claim made under their buildings insurance policy. For ease of reading, I’ll refer to Mr H and Mr H collectively as Mr H. And reference to Ageas includes its agents and representatives. Wha... (3 pages)View decision
