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 393318 results
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Decision Reference DRN-6153142
13 Feb 2026 Hills Insurance Services Ltd Not upheldPensions and AnnuitiesDRN-6153142 The complaint Mr W complains the advice he received from Hills Insurance Services Ltd trading as Hills Financial Planning (HFP) to transfer his Occupational Pension Scheme (OPS) to a personal pension was unsuitable. This complaint relates to the advice given in April 2017. U... (8 pages)View decision -
Decision Reference DRN-5973487
13 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5973487 The complaint Miss W complains that NewDay Ltd, trading as Fluid, lent to her irresponsibly. What happened In June 2020, NewDay provided Miss W with a credit card. It had an initial opening limit of £500, and that limit was increased several times over the years; to £1,000 ... (3 pages)View decision -
Decision Reference DRN-5718898
13 Feb 2026 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5718898 The complaint Mrs C and Mr W complain they were given an incorrect valuation of their individual ISAs and joint unit trust account by St. James's Place Wealth Management Plc (“SJP”). They say that as a result, they encashed the investments, incurring a loss of around £1... (2 pages)View decision -
Decision Reference DRN-6119851
13 Feb 2026 Cofunds Limited UpheldPensions and AnnuitiesDRN-6119851 The complaint Mrs T is unhappy that Cofunds Limited (‘Aegon’) has not provided statements and other information for a general investment account (‘GIA’) which was held in trust by self-invested personal pension (‘SIPP’) provider Firm I. Mrs T is represented in this complain... (12 pages)View decision -
Decision Reference DRN-6107190
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6107190 The complaint Ms R complains about the way National Westminster Bank Public Limited Company (NatWest) has handled her loans and credit card accounts. What happened In August 2021, Ms R says she received diagnosis of a life limiting condition, and she was given a maximum lif... (3 pages)View decision -
Decision Reference DRN-6023096
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6023096 The complaint Mr N complains that Monzo Bank Ltd (Monzo) has treated him unfairly in relation to a payment he made using his debit card to purchase a gold bar. What happened In June 2025, Mr N purchased a gold bar online from a private seller (the seller) via a third- party ... (3 pages)View decision -
Decision Reference DRN-6065906
13 Feb 2026 Cofunds Limited UpheldPensions and AnnuitiesDRN-6065906 The complaint Mrs J is unhappy that Cofunds Limited (‘Aegon’) has not provided statements and other information for a general investment account (‘GIA’) which was held in trust by self-invested personal pension (‘SIPP’) provider Firm I. What happened Mrs J and Mrs T are sis... (13 pages)View decision -
Decision Reference DRN-5982636
13 Feb 2026 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5982636 The complaint Miss B complains that Sainsbury’s Bank Plc was irresponsible in its lending to her and that she was not adequately assessed for the credit. What happened Miss B applied for credit with Sainsbury’s Bank and had a loan approved as follows: Date Amount of Credit ... (3 pages)View decision -
Decision Reference DRN-5403222
13 Feb 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5403222 The complaint Mrs P complains that Legal and General Assurance Society Limited (L&G) didn’t inform her and her late husband that their policy had been cancelled following non-payment of premiums. This meant Mrs P wasn’t able to claim on the policy following the passing o... (3 pages)View decision -
Decision Reference DRN-6087640
13 Feb 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6087640 The complaint Ms B complains that Legal and General Assurance Society Limited (L&G) terminated a claim she made on an income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of wha... (5 pages)View decision