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 367928 results
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Decision Reference DRN-5397284
17 Mar 2025 The Heritage Financial Planning Partnership UpheldInvestmentsDRN-5397284 The complaint Mrs C complains about the suitability of advice she was given to invest into an Individual Savings Account (ISA) by The Heritage Financial Planning Partnership (Heritage). What happened The details of what happened are well known to both parties and were cover... (6 pages)View decision -
Decision Reference DRN-5397139
17 Mar 2025 The Heritage Financial Planning Partnership UpheldInvestmentsDRN-5397139 The complaint Mr C complains about the suitability of advice he was given to invest into an Individual Savings Account (ISA) by The Heritage Financial Planning Partnership (Heritage). What happened The details of what happened are well known to both parties and were covered... (6 pages)View decision -
Decision Reference DRN-5174602
17 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5174602 The complaint Ms P and Mr R are unhappy with Liverpool Victoria Insurance Company Limited’s handling of a claim they made for suspected subsidence damage at their property. What happened In January 2024, Ms P and Mr R were evacuated from their home by the local authority due... (4 pages)View decision -
Decision Reference DRN-5320176
17 Mar 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5320176 The complaint Miss L complains Lendable Ltd trading as Zable (Lendable) failed to conduct sufficient checks before it provided her with a credit card facility. What happened Miss L says she applied for a credit card with Lendable in June 2022 at a time when she was already e... (4 pages)View decision -
Decision Reference DRN-5350579
17 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5350579 The complaint Ms K complains that Royal & Sun Alliance Insurance Limited (RSA) declined a claim she made on her landlord insurance policy. Reference to RSA includes its agents. What happened Ms K holds a landlord insurance policy with RSA. While work was being carried ou... (2 pages)View decision -
Decision Reference DRN-4989498
17 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4989498 The complaint Mr J has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In April 2022, Mr J entered into a two-year fixed sum loan agreement... (5 pages)View decision -
Decision Reference DRN-5354221
17 Mar 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5354221 The complaint Ms B and Mr R has complained about how Highway Insurance Company Limited trading as LV=Broker (Highway) dealt with a claim under their home insurance policy. As Mr R mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to hi... (3 pages)View decision -
Decision Reference DRN-5298010
17 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5298010 The complaint Mr S complains Santander UK Plc (“Santander”) closed his account after asking for tax information and didn’t provide sufficient notice of its intention to do so. To put things right, Mr S wants Santander to reopen the account and pay him compensation for the di... (2 pages)View decision -
Decision Reference DRN-4965147
17 Mar 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-4965147 The complaint Miss A complains that a car acquired under a hire purchase agreement with Tandem Motor Finance Limited (‘Tandem’) wasn’t of satisfactory quality. Miss A is represented in this complaint but for ease of reference I have referred to Miss A throughout this decisio... (3 pages)View decision -
Decision Reference DRN-5324342
17 Mar 2025 AIB Group (UK) Plc UpheldBanking and PaymentsDRN-5324342 The complaint Mrs F complains that AIB Group (UK) Plc (AIB) mistakenly sent a large payment to her daughter’s account, instead of to her account with another bank. Mrs F said her daughter received £750 compensation from AIB and she felt a similar sum should be offered to her... (3 pages)View decision
