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 DRN-5746421
11 Aug 2025 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-5746421 The complaint Mr W is unhappy, in summary, that Charteris Treasury Portfolio Managers Ltd (‘Charteris’) still charged him fees, despite him having removed its discretionary management permissions in respect of his Self-Invested Personal Pension (‘SIPP’). What happened I... (5 pages)View decision -
Decision Reference DRN-3300882
10 Feb 2022 Wise Payments Limited Not upheldBanking and PaymentsDRN-3300882 The complaint Mr N is unhappy that Wise Payments Limited (“Wise”) won’t refund him money he lost as a result of a fraud. What happened Mr N learned of an investment opportunity after meeting an individual through an online dating website. The individual befriended Mr N over the... (6 pages)View decision -
Decision Reference DRN-5073240
25 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5073240 The complaint Mrs D isn’t happy with Barclays Bank UK PLC. Mrs D was receiving texts and mobile app alerts that she didn’t want. Mrs D said she wanted the weekly update in her online app to be sent every Friday. Mrs D said she’d like compensation for the distress and inconv... (3 pages)View decision -
Decision Reference DRN6780264
27 Aug 2019 Tesco Personal Finance PLC UpheldBanking and creditMr E complains that Tesco Personal Finance PLC treated him unfairly by rejecting his claim under section 75 the Consumer Credit Act 1974 for a car that wasn't of satisfactory quality and which had been mis-represented to him by the dealership. backgroundIn August 2017 Mr E ordered ... (9 pages)View decision -
Decision Reference DRN4771528
29 Aug 2014 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about Aviva Insurance Limited’s handling of his motor insurance claim and the value it paid for his car after it was declared a total loss.backgroundMr W was involved in an accident with a lorry. He said that he was not at fault. He called his broker to report the accident... (3 pages)View decision -
Decision Reference DRN8633109
22 Jun 2016 National Westminster Bank Plc Not upheldBanking and creditMiss W has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2010. She paid a monthly fee for the account which included a number of benefits.Miss W has used a Claims Management Company (“CMC”) to... (3 pages)View decision -
Decision Reference DRN9667230
25 Oct 2016 Lloyds Bank PLC UpheldPayment protection insurance (PPI)Mrs H says Lloyds Bank PLC (‘Lloyds’) mis-sold her a payment protection insurance (PPI) policy.background In May 2001, Mrs H took out a loan. At the same time, she bought a single premium PPI policy. In November 2013, Mrs H complained to Lloyds about the sale of the ... (3 pages)View decision -
Decision Reference DRN-4827837
14 Oct 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4827837 The complaint Mr P is unhappy that BMW Financial Services (GB) Limited (BMWFS) delayed the delivery of a car supplied under a hire agreement but did not amend the contract start date. What happened In September 2023 Mr P entered into a hire agreement with BMWFS for a new car... (3 pages)View decision -
Decision Reference DRN-4721258
4 Jun 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4721258 The complaint Mr N says AA Underwriting Insurance Company Limited (which I’ll refer to in this decision as ‘AA Insurance’) didn’t advise him about the cancellation of his motor insurance policy, which meant he drove his car whilst uninsured and was charged by the police. What h... (2 pages)View decision -
Decision Reference DRN-3625319
17 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3625319 The complaint Ms A complains about negative entries recorded on her credit file by Barclays Bank UK PLC trading as Barclaycard. What happened Ms A holds a credit card account with Barclaycard. She says she received paper statements until around August 2020, when she says that B... (3 pages)View decision