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 369228 results
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Decision Reference DRN-5094185
7 May 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5094185 The complaint Mrs W is unhappy that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc (Santander) was of an unsatisfactory quality. What happened In August 2023 Mrs W was supplied with a used car through a conditional sale agreement wi... (5 pages)View decision -
Decision Reference DRN-4971719
7 May 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4971719 The complaint Ms G has complained about the service received off the back of purchasing goods using her Frasers Group Financial Services Limited (“FGFS”) credit agreement. What happened In February 2024 Ms G ordered a sofa and two armchairs set for around £400 from a retail... (4 pages)View decision -
Decision Reference DRN-5356266
7 May 2025 Enro Limited Not upheldInsuranceDRN-5356266 The complaint Mr A complains about the sale of a business protection policy he took out with Enro Limited, trading as Superscript (‘Enro’). Mr A says the policy was mis-sold. What happened In June 2024 Mr A took out a business protection policy for his business online. The b... (3 pages)View decision -
Decision Reference DRN-5475341
7 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5475341 The complaint Miss M has complained that Domestic & General Insurance Plc unfairly refused to consider her claim to repair her TV and then cancelled her gadget policy. She also complained about the rude and poor service she received. What happened Miss M said her father... (3 pages)View decision -
Decision Reference DRN-5462435
7 May 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5462435 The complaint Mr Y complains about the performance of his pension fund with Legal and General Assurance Society Limited and says that they failed to take corrective action when his fund value started to experience losses. He states that as a result he has suffered financiall... (5 pages)View decision -
Decision Reference DRN-5502329
7 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5502329 The complaint Miss A has complained that Bank of Scotland plc (“Halifax”) mis-sold her a fee-paying Ultimate Reward Current Account (“URCA”) in December 2009. Miss A has given a number of reasons why she says the account was mis-sold. These include that she says she was told... (3 pages)View decision -
Decision Reference DRN-5374146
7 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5374146 The complaint Ms A complains about Admiral Insurance (Gibraltar) Limited (Admiral) increasing the renewal premium on her motor insurance policy when she didn’t think there had been any change to her circumstances. She was told by Admiral there had been an incident recorded a... (7 pages)View decision -
Decision Reference DRN-5310495
7 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5310495 The complaint Mr C is unhappy that he was unable to access his online banking with Bank of Scotland plc trading as Halifax on several occasions. What happened Mr C uses the online banking facility with Halifax to access and operate his accounts. On several occasions during J... (2 pages)View decision -
Decision Reference DRN-5238356
7 May 2025 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-5238356 The complaint Mrs C complains that Charteris Treasury Portfolio Managers Limited (“Charteris”) has continued to collect its fees from her investments after its discretionary permissions were revoked. What happened Mrs C held investments that were managed by Charteris under a... (4 pages)View decision -
Decision Reference DRN-5238349
7 May 2025 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-5238349 The complaint Mr C complains that Charteris Treasury Portfolio Managers Limited (“Charteris”) continued to instruct trades on his account after he had revoked its discretionary permissions. And he further complains that Charteris has continued to collect its fees from his in... (4 pages)View decision
