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 4777 results
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Decision Reference DRN1793391
25 Feb 2015 MEM Consumer Finance Limited Not upheldBanking and creditMiss K complains that MEM Consumer Finance Limited is pursuing her for a debt under a payday loan agreement which she does not owe, and has wrongly registered defaults against her credit file.backgroundOur adjudicator did not recommend that this complaint should be upheld. She said th... (3 pages)View decision -
Decision Reference DRN-6023739
8 Jan 2026 Tradex Insurance Company PLC UpheldInsuranceDRN-6023739 The complaint Mr R complains about Tradex Insurance Company PLC’s service when handling a claim on his motor insurance policy. Amongst other things, he thinks it undervalued his car. Tradex is the policy underwriter, which means it is responsible for decisions on claims agai... (5 pages)View decision -
Decision Reference DRN-5746424
11 Aug 2025 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-5746424 The complaint Mrs W is unhappy, in summary, that Charteris Treasury Portfolio Managers Ltd (‘Charteris’) still charged her fees, despite her having removed its discretionary management permissions in respect of her Self-Invested Personal Pension (‘SIPP’). What happened I�... (5 pages)View decision -
Decision Reference DRN8937457
4 Apr 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr U complains that Aviva Insurance Limited cancelled his motor insurance policy from the start (voided it) without telling him. He wants it to rectify his situation or refund his premium.backgroundAviva said it voided Mr U’s policy because it thought he had misrepr... (3 pages)View decision -
Decision Reference DRN1850126
2 May 2018 Loan.Co.UK Limited Not upheldBanking and creditMiss T complains that Loan.co.UK Ltd (“LCU”) didn’t treat her fairly or reasonably when dealing with her application for a second mortgage. She wants matters put right.backgroundMiss T wanted to buy a piece of land, the price of which was lowered as the seller wanted ... (3 pages)View decision -
Decision Reference DRN-5677251
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5677251 The complaint Mr L complains about the service he received from Nationwide Building Society (“Nationwide”) when he tried to make a cash withdrawal in branch. In particular, he is unhappy that he was asked to speak to a member of its fraud team for over 20 minutes and was the... (3 pages)View decision -
Decision Reference DRN4830598
19 Sep 2016 Paymentsense Limited UpheldBanking and creditMr and Mrs D complain that Paymentsense Limited has unfairly refused to pay the cancellation charges incurred with their previous merchant services provider.backgroundMr and Mrs D moved their merchant services arrangements from their old provider to Paymentsense. They s... (3 pages)View decision -
Decision Reference DRN4673539
31 Dec 2018 Pendragon Finance and Insurance Services Limited UpheldBanking and creditMrs W complains that she was mis-sold a finance agreement by Pendragon Finance and Insurance Services Limited. backgroundIn October 2017 Mrs W was supplied with a car and entered into a hire purchase agreement with Pendragon Finance.Mrs W says that she made the sales... (3 pages)View decision -
Decision Reference DRN6997024
23 Jun 2016 Lloyds Bank PLC UpheldBanking and creditMs S has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her a Gold packaged bank account in 2011. Ms S has used a Claims Management Company (“CMC”) to bring this complaint to us.backgroundMs S also initially complained about the sale of a Silver account that took... (3 pages)View decision -
Decision Reference DRN-5735830
15 Aug 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5735830 The complaint Mr H complains that Alwyn Insurance Company Limited unfairly declined a claim and cancelled his motor insurance policy. Mr H’s policy was sold and is administered by a third-party company on Alwyn’s behalf and his correspondence has been with this company. Howe... (3 pages)View decision