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 130332 results
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Decision Reference DRN-6058619
27 Feb 2026 EE Limited UpheldConsumer CreditDRN-6058619 The complaint Mr T complains about a fixed sum loan agreement in his name with EE Limited, that was used to buy a brand new mobile telephone device. What happened In July 2023, Mr T entered a contract with EE for the supply of airtime services. Around a year later, Mr T’s ac... (4 pages)View decision -
Decision Reference DRN-6187691
27 Feb 2026 Oakleafe Group Limited UpheldInsuranceDRN-6187691 The complaint Mrs M complains about the service provided by Oakleafe Group Limited after she instructed it to assist her with a claim she made under her home insurance policy. The company Mrs M instructed was an appointed representative of Oakleafe Group Limited, which means... (5 pages)View decision -
Decision Reference DRN-5972094
27 Feb 2026 Legal and General Assurance Society Limited UpheldInsuranceDRN-5972094 The complaint Mrs R is unhappy that Legal and General Assurance Society Limited have declined a claim she made on an income protection policy. What happened Mrs R had surgery in June 2024 and took time off work. On her return she began to experience pelvic pain which led to ... (3 pages)View decision -
Decision Reference DRN-5802599
27 Feb 2026 National House-Building Council UpheldInsuranceDRN-5802599 The complaint Mr and Mrs C complain that National House Building Council (NHBC) has unfairly handled a claim made under their buildings guarantee insurance. They feel the communication from the claims investigator has been poor and NHBC has unreasonably rejected a claim for ... (4 pages)View decision -
Decision Reference DRN-6112877
27 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6112877 The complaint Mr M complains about the treatment he received in branch from HSBC UK Bank plc (HSBC) when making a cash withdrawal. Mr M presented his HM Armed Forces Veteran ID card along with his bank card to verify his identity but was told his ID card isn’t acceptable. Fo... (4 pages)View decision -
Decision Reference DRN-6186534
27 Feb 2026 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-6186534 The complaint Mr W complains about advice he received from St. James’s Place Wealth Management Plc (SJP) in 2017 to transfer an ISA and open a new pension. He also complains that since then, SJP have failed to provide the ongoing service it ought to have done. What happened ... (9 pages)View decision -
Decision Reference DRN-6176813
27 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6176813 The complaint A, a company, complain about the way AXA Insurance UK Plc has handled a claim under their legal expenses insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The d... (3 pages)View decision -
Decision Reference DRN-5874162
27 Feb 2026 Zurich Assurance Ltd UpheldInvestmentsDRN-5874162 The complaint Mrs A complains in her capacity as trustee of the Mr and Mrs Y Trust that Zurich Assurance Ltd (Zurich) did not make sufficient efforts to contact Mrs Y and her when the plans taken out by Mr and Mrs Y matured. She says that meant she and Mrs Y were not able to... (3 pages)View decision -
Decision Reference DRN-6185853
27 Feb 2026 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-6185853 The complaint Mrs W is unhappy that Zilch Technology Limited didn’t remove restrictions they’d placed on her account when she provided proof that they weren’t warranted. What happened Mrs W held an account with Zilch which allowed her to make purchases and repay them in ins... (3 pages)View decision -
Decision Reference DRN-6053114
27 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6053114 The complaint Mr S has complained about the level of customer service he received from Bank of Scotland plc (“Halifax”). What happened Mr S received a message to say his account was overdrawn. Mr S contacted Halifax and says he was given misleading information. Mr S wanted t... (3 pages)View decision