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 392389 results
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Decision Reference DRN-5940029
17 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5940029 The complaint Mr F said Nationwide Building Society treated him unfairly by asking questions he was unable to answer and by warning that his account would be closed if he did not respond. What happened Mr F contacted Nationwide in April 2025 to complain about being asked to... (2 pages)View decision -
Decision Reference DRN-6066172
17 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6066172 The complaint Miss D complains that Aviva Insurance Limited (“Aviva”) reduced her No Claims Discount (‘NCD’) by more than it told her it would during a claim on her car insurance policy. What happened Miss D had a motor insurance policy with Aviva covering her car. She bough... (3 pages)View decision -
Decision Reference DRN-6053980
17 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6053980 The complaint Mrs S complains that HSBC UK Bank Plc are asking her to repay more towards her credit card than she believes she owes. What happened Mrs S says that based on her credit card usage, refunds to the account and the repayments she has made, HSBC has overcharged he... (2 pages)View decision -
Decision Reference DRN-6157764
17 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6157764 The complaint Mrs M complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined a claim for storm damage under her home buildings insurance policy. What happened Mrs M said that on 24 January 2025 part of a gable wall at the rear of her house collaps... (5 pages)View decision -
Decision Reference DRN-6142533
17 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6142533 The complaint Miss L complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss L was approved for a Vanquis credit card in August 2025, with a £3,000 credit limit. Miss L says that this was irresponsibly lent to her. Miss L made a complaint to Vanquis... (3 pages)View decision -
Decision Reference DRN-5910914
17 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditThe complaint Creation Consumer Finance Limited, trading as Creation (‘Creation’) provided Mr B with a loan in November 2024. The loan was for £1,241.44 and was to be repaid by way of 18 monthly repayments of £96.07. Mr B says the loan was provided irresponsibly. What happened The details ... (2 pages)View decision -
Decision Reference DRN-6157686
17 Feb 2026 Embark Services Limited UpheldPensions and AnnuitiesDRN-6157686 The complaint Mr P has submitted several complaints, on behalf of Mrs P, about the administration of her self-invested personal pension (SIPP) by Embark Services Limited, trading as Embark Pensions (Embark). What happened Mrs P initially established her SIPP so she and her h... (10 pages)View decision -
Decision Reference DRN-6158282
17 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6158282 The complaint Mrs S has complained that EE Limited (EE) is holding her liable for a credit agreement that was taken out to buy a device. What happened In July 2025, Mrs S entered into a Fixed Sum Loan Agreement with EE for the supply of a new device. The total cash price of... (5 pages)View decision -
Decision Reference DRN-6157168
17 Feb 2026 Embark Services Limited UpheldPensions and AnnuitiesDRN-6157168 The complaint Mr P has submitted several complaints about the administration of his self-invested personal pension (SIPP) by Embark Services Limited, trading as Embark Pensions (Embark). What happened Mr P initially established his SIPP so he and his wife could buy their bus... (10 pages)View decision -
Decision Reference DRN-5824252
17 Feb 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5824252 The complaint Miss F complains about Intact Insurance UK Limited’s rejection and handling of her claim under her Landlord Insurance policy. Any reference to Intact includes all of its agents. What happened The background to this complaint is well known to the parties, so I w... (3 pages)View decision