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 392389 results
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Decision Reference DRN-5844885
31 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5844885 The complaint Mrs M complains about the service she received from an engineer appointed by British Gas Insurance Limited (BGIL) under a HomeCare policy when they visited her home on 10 December 2024. What happened In spring/summer 2024, Mrs M purchased a new property. On 26... (4 pages)View decision -
Decision Reference DRN-5802686
31 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5802686 The complaint Miss G complains that Moneybarn No 1 Limited approved a vehicle finance agreement for her which she could not afford to repay. What happened In late July 2021 Miss G wanted to buy a car and used Moneybarn to assist by applying for a finance agreement with it. T... (4 pages)View decision -
Decision Reference DRN-6022714
31 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-6022714 The complaint Mr D complained that Advantage Insurance Company Limited (“Advantage”) cancelled his motor insurance policy and unfairly referred a debt to a collections agent. What happened Mr D paid for his motor insurance via monthly instalments. The instalment due in Novem... (4 pages)View decision -
Decision Reference DRN-6050424
31 Dec 2025 Charteris Treasury Portfolio Managers Limited Not upheldPensions and AnnuitiesDRN-6050424 The complaint Mr T complains that Charteris Treasury Portfolio Managers Limited (‘CTPM’) continued to charge him fees after he removed its discretionary management permissions on his accounts. What happened Mr T held investments within a Pension Account, an Individual Saving... (6 pages)View decision -
Decision Reference DRN-6050318
31 Dec 2025 Charteris Treasury Portfolio Managers Limited Not upheldPensions and AnnuitiesDRN-6050318 The complaint Mrs T complains that Charteris Treasury Portfolio Managers Limited (‘CTPM’) continued to charge her fees after she removed its discretionary management permissions on her accounts. What happened Mrs T held investments within a Pension Account, an Individual Sav... (6 pages)View decision -
Decision Reference DRN-6050367
31 Dec 2025 REMIT CHOICE LIMITED UpheldBanking and PaymentsDRN-6050367 The complaint Mr H has complained about how long REMIT CHOICE LIMITED took to return an unsuccessful payment. Mr H is also unhappy that Remit Choice decided to close his account after he raised his complaint. What happened Mr H attempted to send €978 to an overseas account o... (4 pages)View decision -
Decision Reference DRN-5682965
31 Dec 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5682965 The complaint Mr and Mrs H complaint about the suitability of advice provided to them by St. James's Place Wealth Management Plc (“SJP”) to start an offshore investment bond. What happened Mr and Mrs H were existing clients of SJP and in April 2023, following an inherit... (5 pages)View decision -
Decision Reference DRN-5933426
31 Dec 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5933426 The complaint Ms C is unhappy that her with-profits pension with Aviva Life & Pensions UK Limited (Aviva) has decreased in value in recent years and as she has reached retirement. What happened Ms C raised a complaint with Aviva as her pension has decreased in value sinc... (3 pages)View decision -
Decision Reference DRN-5934864
31 Dec 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5934864 The complaint Mr B complains about advice given to him by St. James's Place Wealth Management Plc (“SJP”) to invest in four Enterprise Investment Schemes (EIS). He’s particularly concerned regarding the administration of the investments and access to the investment moni... (5 pages)View decision -
Decision Reference DRN-5327884
31 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5327884 The complaint Mr R complains that Aviva Life & Pensions UK Limited incorrectly processed a part surrender of his Whole Life Assurance policy. He’s unhappy with the service he received and, in particular, the date used by Aviva to calculate the surrender value. What happe... (3 pages)View decision