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-6155784
16 Feb 2026 First Central Insurance Management Limited Not upheldInsuranceDRN-6155784 The complaint Miss Z has complained that First Central Insurance Management Limited cancelled her car insurance policy without informing her it was going to do so. What happened Miss Z had a policy which was arranged for her by First Central. She paid the premium by monthly... (5 pages)View decision -
Decision Reference DRN-5906723
16 Feb 2026 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5906723 The complaint Mr B has complained that Equiniti Financial Services Limited trading as EQi misinformed him about the terms of its share dealing account before he moved shares to it. What happened Mr B had received overseas shares (which I will call ‘M shares’) from a matured... (4 pages)View decision -
Decision Reference DRN-6068729
16 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6068729 The complaint Mrs M complains about a default recorded on her credit file by HSBC UK Bank Plc (HSBC). What happened In January 2022, HSBC recorded a default with the credit reference agencies in relation to Mrs M’s credit card account. This occurred after Mrs M stopped makin... (3 pages)View decision -
Decision Reference DRN-5689950
16 Feb 2026 HSBC UK Bank Plc Not upheldInvestmentsDRN-5689950 The complaint Mrs D complains to HSBC UK Bank Plc about the performance of an investment she has with them. After comparing hers to her husband’s, Mrs D is concerned about the differences in how her money is being managed. What happened Mrs D has an ISA with HSBC – she firs... (4 pages)View decision -
Decision Reference DRN-5950709
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5950709 The complaint Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, provided Mr P with the following loan: Date Amount Monthly repayments Term (months) November 2024 £1,210£42.2636 This is a buy now pay later agreement, where there is a 12 month interest free p... (2 pages)View decision -
Decision Reference DRN-6069269
16 Feb 2026 TIDE PLATFORM LTD Not upheldBanking and PaymentsDRN-6069269 The complaint P is a company, which has brought this complaint through its director, who I’ll refer to as “Mr S”. P complains that, due to an error on the part of Tide Platform Ltd (“Tide”), it was unable to use the mobile banking app or access its account for several weeks.... (2 pages)View decision -
Decision Reference DRN-6157241
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6157241 The complaint Mrs K’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (11 pages)View decision -
Decision Reference DRN-6113842
16 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6113842 The complaint A limited company which I will refer to as Z in this decision, has complained about the settlement of a claim under its commercial insurance policy with AXA Insurance UK Plc. Mrs C has brought the complaint on Z’s behalf. What happened Z is a supplier of cosm... (4 pages)View decision -
Decision Reference DRN-5992850
16 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5992850 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse him with money he lost to a scam. Mr A brings his complaint with the assistance of a professional representative. For ease, I’ll refer to their submissions as being... (3 pages)View decision -
Decision Reference DRN-6157246
16 Feb 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6157246 The complaint Mrs T has complained about Evergreen Finance London Limited (trading as MoneyBoat.co.uk) getting a county court judgement (CCJ) against her, for a debt which she says was taken out fraudulently in her name. What happened In summary, this complaint surrounds an ... (3 pages)View decision