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-6119630
16 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6119630 The complaint Mr C has complained that EE Limited (EE) opened a credit agreement in his name, that he did not agree to. What happened In mid-October 2025 Mr C acquired a new device via a Fixed Sum Loan Agreement with EE. The day after taking out the agreement he contacted E... (3 pages)View decision -
Decision Reference DRN-5924727
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5924727 The complaint Mrs J complains that Bank of Scotland plc trading as Halifax (“Halifax”) declined to reimburse funds she lost as a result of an alleged scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But ... (4 pages)View decision -
Decision Reference DRN-6131179
16 Feb 2026 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-6131179 The complaint Mr H has complained about the way Curtis Banks Limited handled a rent review for a property held within his self-invested personal pension (SIPP). Mr H has said that the review was completed late by more than a year and that this has caused him financial loss. ... (9 pages)View decision -
Decision Reference DRN-6155857
16 Feb 2026 Western Provident Association Limited Not upheldInsuranceDRN-6155857 The complaint Mrs B is unhappy that Western Provident Association Limited (WPA) declined her private medical insurance claim. Mrs B is being represented on this complaint by her husband, Mr B. What happened In April 2024, Mrs B switched into a group private medical insurance... (5 pages)View decision -
Decision Reference DRN-5863555
16 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5863555 The complaint Ms C is unhappy Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined her storm claim under her home insurance policy. What happened Ms C reported damage caused by a storm, to LV in January 2025. Ms C said the call agent informed her that LV wer... (2 pages)View decision -
Decision Reference DRN-6130929
16 Feb 2026 Arch Insurance (UK) Limited Not upheldInsuranceDRN-6130929 The complaint A limited company with charitable status, that I will refer to as K, has complained about Arch Insurance (UK) Limited’s decision to reject a claim under its property owners (unoccupied) insurance policy and void the policy from its start date. The complaint is ... (11 pages)View decision -
Decision Reference DRN-5950161
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5950161 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (13 pages)View decision -
Decision Reference DRN-6154981
16 Feb 2026 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-6154981 The complaint Mr S complains that St. James’s Place Wealth Management Plc (SJP) failed to provide him with a yearly review of his investments. What happened In March 2016 an SJP adviser recommended that Mr S transfer pensions he held with two existing providers into a new pe... (7 pages)View decision -
Decision Reference DRN-5465539
16 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5465539 The complaint Mr S complains that Nationwide Building Society unfairly blocked his account and took too long to release his money. Mr S is also unhappy with the service he received from Nationwide. Mr S says this has caused him financial loss and upset. To put things right M... (5 pages)View decision -
Decision Reference DRN-5879158
16 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5879158 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) treated him unfairly when it defaulted his account. What happened In June 2021 Mr R entered a debt management plan which included his outstanding overdraft debt with NatWest. In Nove... (3 pages)View decision