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
-
Decision Reference DRN-6182086
26 Feb 2026 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-6182086 The complaint Mr T is unhappy with the assistance he received from Red Sands Insurance Company (Europe) Limited under his travel insurance policy (‘the policy’) after he was injured abroad. All reference to Red Sands includes its medical assistance team and other agents. W... (7 pages)View decision -
Decision Reference DRN-6183214
26 Feb 2026 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-6183214 The complaint X complains Bank of Ireland (UK) Plc (BoI) treated him unfairly in relation to an elective overdraft facility. What happened In February 2023 X took out a £15,000 elective overdraft facility. This was a specialist overdraft given to students studying certain ty... (5 pages)View decision -
Decision Reference DRN-6183014
26 Feb 2026 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-6183014 The complaint Mrs J complains about how Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) dealt with her claim against it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them ... (4 pages)View decision -
Decision Reference DRN-6050383
26 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6050383 The complaint Miss T complains that Santander UK Plc (Santander) was irresponsible in granting her a personal current account overdraft, as it was unaffordable for her. Miss T also complains that she’s struggled to repay the overdraft and has been using it heavily for severa... (3 pages)View decision -
Decision Reference DRN-6058325
26 Feb 2026 Covea Insurance plc UpheldInsuranceDRN-6058325 The complaint Mr P is unhappy with the settlement offer made to him by his motor insurer, Covea Insurance plc (Covea’), after his car was stolen and not recovered. What happened Mr P’s car was stolen in April 2025. He made a claim on his policy with Covea who declared the c... (3 pages)View decision -
Decision Reference DRN-6114300
26 Feb 2026 CHANDLER KING (CITY) LIMITED UpheldInvestmentsDRN-6114300 The complaint Mr and Mrs H complain that Chandler King (City) Ltd (“CKC”) gave them unsuitable advice to make investments. They say the investments were not suitable for them, given their circumstances, and the risks were not fully explained to them. They also believe CKC ha... (21 pages)View decision -
Decision Reference DRN-6183243
26 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6183243 The complaint Mr and Mrs K are unhappy with the delays, poor communication, and standard of service they received from Liverpool Victoria Insurance Company Limited (“LV”) under their home insurance policy. What happened Mr and Mrs K made a claim when escaping water caused co... (4 pages)View decision -
Decision Reference DRN-6050309
26 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6050309 The complaint Nationwide Building Society provided Mr W with a credit card in December 2023 with a credit limit of £5,950. Mr W says the credit was provided irresponsibly as Nationwide had recently supplied him with a loan for £15,000 and an increased overdraft facility. Wh... (3 pages)View decision -
Decision Reference DRN-6059411
26 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6059411 The complaint Mr R complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly when issuing him a credit card and subsequently increasing the credit limit five times over a 33 month period. Mr R is represented by a professional third party, but to reduce compl... (5 pages)View decision -
Decision Reference DRN-6143312
26 Feb 2026 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-6143312 The complaint The Mr and Mrs B Variable Discretionary Trust complains that St James Place Wealth Management Plc (“SJP”) didn’t pay the trust the amount quoted in the withdrawal calculation when an investment bond was encashed. The complaint is brought on the trust’s behalf b... (3 pages)View decision