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
-
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-5334017
15 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5334017 The complaint Miss B has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a job scam, and hasn’t refunded the money she lost in the scam. What happened I issued a provisional decision (“PD”) in January 2025 explaining why I was min... (6 pages)View decision -
Decision Reference DRN-3962064
24 Mar 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3962064 The complaint Mr H complains about how Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) responded when he asked it to help him claim a refund for goods he ordered. What happened Mr H purchased a phone from a third party retailer using a point of... (5 pages)View decision -
Decision Reference DRN6679217
15 Jul 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMr R says Abana Unipessoal Lda (Abana) gave him unsuitable advice about switching his personal pension funds into a Self-invested Personal Pension with unregulated investments, which caused him to suffer a loss.backgroundIn 2013 Mr R was approached by Mr F2, who represented himsel... (28 pages)View decision -
Decision Reference DRN5421293
23 Jan 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs D complain about the handling of their legal expenses claim by Society of Lloyd’s. They are unhappy that they were not able to pursue their case and were not given any other options.backgroundI issued a Provisional Decision on this complaint in November 2014, an extract fr... (7 pages)View decision -
Decision Reference DRN-3832184
20 Jan 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3832184 The complaint Mr V is unhappy he’s been charged an early termination charge and for excess mileage when he terminated his hire agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Finance. What happened In April 2016, Mr V was supplied with a new car ... (7 pages)View decision -
Decision Reference DRN1331386
5 Oct 2015 Preferred Mortgages Limited Not upheldBanking and creditThis complaint’s about long term difficulty Miss Y has had in paying her interest-only mortgage with Preferred Mortgages Limited (Preferred). She says it’s unfairly added fees to her account over the years and she can’t understand the interest she’s been charged. She ... (6 pages)View decision -
Decision Reference DRN-5488955
19 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5488955 The complaint Mrs B complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim under her motor insurance policy for damage to her vehicle from a third party vehicle that caught fire. References to Admiral in this decision include their agents. I... (6 pages)View decision -
Decision Reference DRN-3472981
11 May 2022 Zurich Insurance PLC UpheldInsuranceDRN-3472981 The complaint Mr M is unhappy with Zurich Insurance PLC’s (Zurich) handling and settlement of a claim made under his commercial landlord property insurance policy. What happened Mr M owns a property which he lets out to tenants. In March 2014, damp and water ingress was reporte... (7 pages)View decision -
Decision Reference DRN-5335916
21 Feb 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5335916 The complaint Mr and Mrs F complain that Equiniti Financial Services Limited (‘EFS’) will only send the proceeds from a recent share sale to them in a cheque, which they say that they have no means of banking because of where they reside. Mr and Mrs F would now like EFS to r... (6 pages)View decision