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-6096071
30 Jan 2026 TSB Bank plc UpheldBanking and PaymentsDRN-6096071 The complaint Mr B complains that TSB Bank plc has reported missed payments to the credit reference agencies (CRA’s), when he says he has been keeping up with repayments. He also adds that TSB should have defaulted his account when he entered into a debt arrangement scheme (... (6 pages)View decision -
Decision Reference DRN-5957403
30 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5957403 The complaint Mr P and Ms K are unhappy with what Liverpool Victoria Insurance Company Limited (LV) did after Mr P claimed on their legal expenses insurance policy. Although the policy is in joint names as the claim and complaint relate to Mr P I’ll mainly refer to him in th... (3 pages)View decision -
Decision Reference DRN-6117534
30 Jan 2026 Pension Income Planning Limited UpheldPensions and AnnuitiesDRN-6117534 The complaint Mr H complains that he was given unsuitable advice by Pension Income Planning Limited (‘PIP’) to transfer his defined benefit (‘DB’) pension and an existing personal pension to a new flexi-access drawdown plan. What happened Mr H had deferred benefits in a DB s... (6 pages)View decision -
Decision Reference DRN-6042864
30 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6042864 The complaint Ms Y complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to notify her that a transfer of £20,000 had been held for security checks despite receiving a message confirming the payment had been sent resulting in a significant financ... (5 pages)View decision -
Decision Reference DRN-5756257
30 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5756257 The complaint Mr G is unhappy that Barclays Bank UK plc trading as Barclays (“Barclays”) won't reimburse him the money he sent to a third-party for hotel accommodation. What happened I’m not going to cover all the points raised in detail. The view of 14 August 2025 cov... (4 pages)View decision -
Decision Reference DRN-5806854
30 Jan 2026 Motability Operations Limited Not upheldConsumer CreditDRN-5806854 The complaint Miss M complains about the quality of a vehicle she acquired through a hire agreement financed by Motability Operations Limited (Motability). Miss M is represented in her complaint, but for ease of reference I’ll refer to Miss M directly throughout my decision... (4 pages)View decision -
Decision Reference DRN-5956972
30 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-5956972 The complaint Mr K is unhappy with what Aviva Insurance Limited did after he made a claim on his motor legal expenses insurance policy. What happened In 2022 Mr K was involved in an accident which wasn’t his fault. He claimed on his motor insurance policy with Aviva. It sett... (3 pages)View decision -
Decision Reference DRN-5819948
30 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5819948 The complaint Mr W complains Clydesdale Bank Plc trading as Virgin Money wasn’t helpful when he had problems accessing his accounts. What happened Mr W had several accounts with Virgin Money including a current account, a savings account and an ISA. He’s told us he’s visuall... (2 pages)View decision -
Decision Reference DRN-6030536
30 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6030536 The complaint Mr S complains that TSB Bank plc (“TSB”) categorised his Direct Debit Indemnity Claim (“DDIC”) incorrectly and refused to process this when loan payments were taken from his bank account without proper advance notice being given. What happened In September 2025... (4 pages)View decision -
Decision Reference DRN-5625621
30 Jan 2026 EE Limited Not upheldConsumer CreditDRN-5625621 The complaint Mr T complains about a promotional offer not received and the poor customer service experienced when he took out a new phone contract with EE Limited (EE). What happened In February 2025, Mr T took out a credit agreement with EE to pay for a new mobile telephon... (3 pages)View decision