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 4790 results
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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 -
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-5613245
10 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5613245 The complaint Mr C has complained about the quality of a car provided on finance by Black Horse Limited (BH). What happened BH supplied Mr C with a used car on a hire purchase agreement in October 2022. The cash price of the car was around £18,000 and it had covered around ... (6 pages)View decision -
Decision Reference DRN-3333444
24 Feb 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3333444 The complaint Mr P complains about AXA Insurance UK Plc’s (“AXA”) delay in obtaining a police report. What happened Mr P was involved in a car accident in June 2018 which he reported to AXA. At that point Mr P didn’t have details of the third party involved in the accident so A... (5 pages)View decision -
Decision Reference DRN-5192984
6 Dec 2024 Fintern Ltd UpheldConsumer CreditDRN-5192984 The complaint Mrs S complained that Fintern Ltd, trading as Abound Loans (“Fintern”) irresponsibly granted her a loan, in May 2023, that she couldn’t afford to repay. What happened Mrs S took out the loan of £9,276.86, over a term of 61 months, in May 2023. Part of this was... (6 pages)View decision -
Decision Reference DRN-6069391
14 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6069391 The complaint Ms P complains that Lloyds Bank PLC (‘Lloyds’) won’t refund transactions she made with her credit card. For completeness and in setting out the background of what’s happened here in full, I note there is another complaint with our service in respect of a furth... (6 pages)View decision -
Decision Reference DRN-5989155
5 Jan 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5989155 The complaint Mr L has complained about the quality of a car provided on finance by Startline Motor Finance Limited (“SMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. SMF supplied Mr L with a used car on a hire purchase a... (6 pages)View decision -
Decision Reference DRN7289772
15 Sep 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMr M 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 financial loss.backgroundMr M knew Mr F through a friend. Many years earlie... (29 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