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 388057 results
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Decision Reference DRN-6068683
13 Jan 2026 National House-Building Council UpheldInsuranceDRN-6068683 The complaint Miss A has complained about the way National House-Building Council (“NHBC”) has handled claims she’s made under her building warranty. What happened Miss A bought a newly-built home in 2019, which came with a NHBC Buildmark warranty. In 2023, she made a claim ... (6 pages)View decision -
Decision Reference DRN-5270633
13 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5270633 THE COMPLAINT Ms P complains that Barclays Bank UK PLC (“Barclays”) will not reimburse her money she says she lost when she fell victim to a scam. Ms P is represented by Refundee in this matter. However, where appropriate, I will refer to Ms P solely in this decision for e... (3 pages)View decision -
Decision Reference DRN-6051113
13 Jan 2026 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-6051113 The complaint Mr B complains St. James's Place Wealth Management Plc (“SJP”) delayed without reason the release of funds from an investment bond held in the B Loan Trust - a Loan Plan (“LP”) trust that started in 2014. Mr B says he requested the funds in January 2024, b... (8 pages)View decision -
Decision Reference DRN-5857448
13 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5857448 The complaint Mr S is unhappy with Santander UK Plc. He said several weeks prior to a deadline he scheduled to make a payment to HMRC. On the date of payment he found that the deadline had passed and the payment hadn’t gone through. What happened Mr S said when the payment... (3 pages)View decision -
Decision Reference DRN-6032595
13 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-6032595 The complaint Ms E and Mr M complain that U K Insurance Limited trading as Privilege Insurance (UKI) unfairly handled and settled their claim under a motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary Ms E and ... (4 pages)View decision -
Decision Reference DRN-6044558
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6044558 The complaint Miss R complains Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her ... (13 pages)View decision -
Decision Reference DRN-5922130
13 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5922130 The complaint Mr U complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) is responsible for unfairly recording a default under his motor insurance policy. What happened Mr U had a sports utility vehicle that had first been registered in 2017 and another sports uti... (4 pages)View decision -
Decision Reference DRN-6075554
13 Jan 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-6075554 The complaint Mr F has complained about the actions of Aviva Life & Pensions UK Limited when he tried to surrender a policy. He says Aviva caused the process to become protracted, causing him financial and emotional distress as a result. What happened I have already issu... (7 pages)View decision -
Decision Reference DRN-5951304
13 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5951304 The complaint Mr O’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 him under section 140A of the Consumer Credit Act 1974... (12 pages)View decision -
Decision Reference DRN-6073614
13 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6073614 The complaint and what happened Mr W complains Lloyds Bank PLC (‘Lloyds’) won’t reimburse money he lost when he fell victim to a crypto investment scam. Mr W is professionally represented, however, to keep things simple, I’ll refer to Mr W throughout my decision. The full de... (3 pages)View decision
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