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-3450037
26 Apr 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3450037 The complaint Mr G complains Admiral Insurance Company Limited (Admiral) avoided his policy (treated it like it never existed) and declined his claim. Mr G wants his motor insurance policy reinstating and his claim paid. There are several parties and representatives of Admiral ... (7 pages)View decision -
Decision Reference DRN-5847956
20 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5847956 The complaint Miss A complains Starling Bank Limited won’t reimburse £5,000 she lost to what she believes was an elaborate investment scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. Around Dece... (7 pages)View decision -
Decision Reference DRN-4717438
5 Apr 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4717438 The complaint Mr and Mrs R complain that they were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by First Holiday Finance Ltd, which I’ll refer to as FHFL. Mr and Mrs R have been represented in bringing this complaint by a claims management... (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 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-5441874
17 Apr 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5441874 The complaint Mr A’s complaint relates to problems he had with a car supplied to him by STARTLINE MOTOR FINANCE LIMITED (Startline) under a hire purchase agreement. What happened Mr A entered into a hire purchase agreement with Startline in August 2023 to purchase a car. Th... (6 pages)View decision -
Decision Reference DRN4620954
13 Nov 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs J are unhappy with Aviva Insurance Limited. Mr J had arranged home cover with it but, following a claim they made for damage caused by a water leak, it avoided the cover (treated it as though it had never existed). As a result the claim was declined.ba... (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