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-5979792
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5979792 The complaint Mr C complains that Bank of Scotland plc trading as Halifax won’t refund money he lost when he says he was the victim of an investment scam. Mr C's complaint is brought through professional representatives. But for ease I’ll mostly refer to Mr C throughou... (4 pages)View decision -
Decision Reference DRN-6129315
16 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-6129315 The complaint Mr I and Mrs M have complained that U K Insurance Limited trading as Churchill (UKI) unfairly declined a claim under their residential landlord insurance policy. As Mr I dealt with the claim and this complaint, I’ll mainly refer to him from now on. What happe... (3 pages)View decision -
Decision Reference DRN-5917876
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5917876 The complaint Mr R complains that American Express Services Europe Limited (“Amex”) stopped emailing him a code for two-factor authentication in July 2025. What happened Mr R says that, up until July 2025, he received authentication codes to both his email address and mobil... (2 pages)View decision -
Decision Reference DRN-5890095
16 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5890095 The complaint Ms A complained that U K Insurance Limited (“UKI”) unfairly declined her claim for a collapsed garden wall under her home buildings insurance policy. Ms A is represented by her daughter, also Ms A. I’ll refer to the policyholder Ms A in my decision. What happen... (3 pages)View decision -
Decision Reference DRN-5986430
16 Feb 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-5986430 The complaint Mrs A complains about a car supplied to her using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In May 2025, Mrs A acquired a used car using a hire purchase agreement with MotoNovo. The car was under three years ... (4 pages)View decision -
Decision Reference DRN-5869582
16 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5869582 The complaint R complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) scam. One of R’s directors, whom I’ll refer to as ‘Mr G’, referred the complaint to this service on behalf of R. What happen... (5 pages)View decision -
Decision Reference DRN-6051166
16 Feb 2026 True Potential Wealth Management LLP Not upheldPensions and AnnuitiesDRN-6051166 The complaint Mr P has said that he’s unhappy with the service provided by True Potential Wealth Management LLP (True Potential) with regard to his personal pension plan (PPP). Mr P feels that the online portal makes it hard to ensure proper records are kept, that there’s a ... (5 pages)View decision -
Decision Reference DRN-5874225
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5874225 The complaint Mrs B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the CCA 1 . What happened Mr and Mrs B were members of ... (4 pages)View decision -
Decision Reference DRN-5777432
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5777432 The complaint Miss D complains Bank of Scotland plc (“BoS”) recorded adverse information on her credit file. What happened Miss D held a current account with an overdraft facility with BoS. In April 2022, Miss D entered into a Debt Arrangement Scheme (DAS), which included h... (2 pages)View decision -
Decision Reference DRN-5985134
16 Feb 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-5985134 The complaint Mr and Mrs S are unhappy with Inter Partner Assistance SA’s handling of their claim. Although both Mr and Mrs S are listed on the policy schedule, for simplicity, I’ll refer to all submissions as being made by Mr S personally. What happened This complaint stems... (3 pages)View decision