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-6112576
30 Jan 2026 Astrenska Insurance Limited UpheldInsuranceDRN-6112576 The complaint Mrs K and Mr S complain that Astrenska Insurance Limited declined their travel insurance claim and about its service. My references to Astrenska include its agents. As Mrs K has taken the lead on the claim and complaint I’ll refer to Mrs K to include both compl... (6 pages)View decision -
Decision Reference DRN-5954567
30 Jan 2026 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5954567 The complaint Mr P is complaining Red Sands Insurance Company (Europe) Limited (‘Red Sands’) has declined a claim he made on his motor warranty insurance policy. What happened In August 2025 Mr P contacted Red Sands to claim against his motor warranty policy for a fault on h... (2 pages)View decision -
Decision Reference DRN-5476257
30 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5476257 The complaint Mr G complains about the treatment he’s received from Nationwide Building Society following attempts to make payments to a charitable organisation abroad. These payments were blocked, and all Mr G’s accounts were closed, resulting in inconvenience and a loss on... (6 pages)View decision -
Decision Reference DRN-6026529
30 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6026529 The Complaint Mr C’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (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... (14 pages)View decision -
Decision Reference DRN-6094159
30 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6094159 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax (‘Halifax’) acted irresponsibly in the way it provided him with an overdraft facility between 2019 and 2021. What happened Halifax agreed to give Mr S an overdraft of £500 in November 2019. It went o... (2 pages)View decision -
Decision Reference DRN-6055865
30 Jan 2026 Vodafone Limited Not upheldConsumer CreditDRN-6055865 The complaint Mr G is unhappy with how Vodafone Limited (Vodafone) is reporting three fixed sum loan agreements on his credit file. What happened Mr G’s complaint relates to three separate fixed sum loan agreements (“device plans”) provided by Vodafone, which financed the su... (4 pages)View decision -
Decision Reference DRN-5822438
30 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5822438 The complaint Mr C complains that he was given incorrect balance information meaning he went on to spend funds that weren’t his, and the resolution offered by Santander UK Plc (“Santander”) isn’t fair. What happened Mr C contacted Santander via an online chat on 19 March 202... (2 pages)View decision -
Decision Reference DRN-5817497
30 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5817497 Complaint Mr S is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam. Background In 2019, Mr S learned of an investment opportunity after it was recommended to him by a close friend. The investment was with a company I’ll refer to a... (4 pages)View decision -
Decision Reference DRN-5920013
30 Jan 2026 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5920013 The complaint Mr and Mrs C think The National Farmers' Union Mutual Insurance Society Limited (“NFU”) applied an unfair endorsement to their home insurance policy, ahead of impending building works at their property. What happened Part way through their policy term Mr a... (3 pages)View decision -
Decision Reference DRN-5916401
30 Jan 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC Not upheldBanking and PaymentsDRN-5916401 The complaint Mr F complains Marks and Spencer Financial Services Plc trading as M&S Bank recorded adverse information on his credit file. What happened Mr F holds a credit card account with M&S Bank. In July 2025, Mr F was six days late in making his monthly contra... (2 pages)View decision