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-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-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-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 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 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-3947268
17 Feb 2023 Tandem Bank Limited Not upheldConsumer CreditDRN-3947268 The complaint Mrs M complains that Tandem Bank Limited unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (“CCA”) in respect of a holiday product she purchased in 2019. What happened In October 2019 Mrs M along with her husband purchased a points -base... (7 pages)View decision -
Decision Reference DRN-5378019
17 Jun 2025 First Response Finance Ltd UpheldConsumer CreditThe complaint Miss J is unhappy that a car supplied to her under a hire purchase agreement with First Response Finance Ltd (First Response) was of an unsatisfactory quality. When I refer to what Miss J has said and what First Response have said, it should also be taken to include things sa... (6 pages)View decision