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-5794609
2 Feb 2026 Nationwide Building Society Not upheldConsumer CreditDRN-5794609 The complaint Mr P is unhappy that Nationwide Building Society didn’t offer him a more favourable rate of interest on a new loan application after he made a substantial overpayment to an existing loan he held with them, and also that they haven’t returned the overpayment tha... (2 pages)View decision -
Decision Reference DRN-5846694
2 Feb 2026 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5846694 The complaint Miss J complains Casualty & General Insurance Company (Europe) Ltd [“C&G”] has unfairly declined a claim she’s made on a pet insurance policy following treatment for her cat. What happened The background to this complaint is well known to the parties so... (4 pages)View decision -
Decision Reference DRN-5918557
2 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5918557 The complaint Ms P complains that Liverpool Victoria Insurance Company Limited (LV) mis-sold her a motorhome insurance policy as it failed to make clear a significant limitation to the policy prior to purchase. What happened The circumstances of this case are known to both p... (3 pages)View decision -
Decision Reference DRN-5861491
2 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5861491 The complaint and background Mrs D, via her representative, complains that Bank of Scotland plc (“Bank of Scotland”) won’t reimburse over £18,000 that she lost when she fell victim to an investment scam in 2024. The funds were transferred to Mrs D’s own account with an Elect... (3 pages)View decision -
Decision Reference DRN-6014022
2 Feb 2026 Royal London Mutual Insurance Society, Limited (THE) Not upheldInsuranceDRN-6014022 The complaint Mrs C complains that The Royal London Mutual Insurance Society Limited declined a claim she made on a critical illness policy and with their administration of the policy. What happened Mrs C’s policy lapsed due to an administration error related to the waiver o... (2 pages)View decision -
Decision Reference DRN-5861415
2 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5861415 The complaint and background Mrs D, via her representative, complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t reimburse over £100,000 that she lost when she fell victim to an investment scam in 2024. Our investigator didn’t uphold the complaint. He fel... (3 pages)View decision -
Decision Reference DRN-6113635
2 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6113635 The complaint Mr K complains Wise Payments Limited (“Wise”): - Deactivated his accounts and did so without explanation nor notice - Failed to accept confirmation of his legal name as evidenced by his UK passport - Didn’t refund his funds, despite Mr K providing Wise with ext... (12 pages)View decision -
Decision Reference DRN-5641598
2 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5641598 The complaint Mr M complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) irresponsibly lent because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr M complains about t... (4 pages)View decision -
Decision Reference DRN-5907147
2 Feb 2026 Accord Mortgages Limited UpheldMortgagesDRN-5907147 The complaint Mr and Mrs S complain about how Accord Mortgages Limited handled an application for a mortgage. What happened Mr and Mrs S used a third-party broker to apply for a mortgage with Accord. They complain that the mortgage was set up incorrectly on a fixed-rate prod... (2 pages)View decision -
Decision Reference DRN-6008692
2 Feb 2026 Chubb European Group SE Not upheldInsuranceDRN-6008692 The complaint Mr G complains Chubb European Group SE (Chubb) hasn’t reimbursed medical expenses he incurred whilst abroad under his travel insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr... (3 pages)View decision