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-6174640
24 Feb 2026 GOLDEN LEAVES LIMITED UpheldFuneral Planning ServicesDRN-6174640 The complaint Mrs S complains that Golden Leaves Limited misled her when she bought a pre-paid funeral plan for her husband. She says that, if she’d been given the correct information, she wouldn’t have bought the plan from Golden Leaves and would like the full cost refunded... (4 pages)View decision -
Decision Reference DRN-6175645
24 Feb 2026 Wesleyan Assurance Society UpheldInvestmentsDRN-6175645 The complaint Mr and Mrs B seek a return of fees and charges Wesleyan Assurance Society (“Wesleyan”) made on an investment bond Wesleyan advised them to take in trust for their grandchildren. Mr and Mrs B complain they were led to believe and took the bond on the basis their... (5 pages)View decision -
Decision Reference DRN-5944704
24 Feb 2026 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5944704 The complaint Mrs T complains that The Prudential Assurance Company Limited (Prudential) gave her incorrect information. She says it told her that she held additional bonds and gave differing valuations. Mrs T says this caused her distress and inconvenience. She is unhappy ... (2 pages)View decision -
Decision Reference DRN-6075383
24 Feb 2026 PAYMENTS 247 LTD UpheldConsumer CreditDRN-6075383 The complaint Ms M complains that Payments 247 Ltd misrepresented the terms of an agreement to her. What happened In August 2023, Ms M and Payments 247 entered into an agreement. Payments 247 supplied a card terminal to her and arranged for her to be able to take credit and... (2 pages)View decision -
Decision Reference DRN-6170883
24 Feb 2026 Hadron UK Insurance Company Limited UpheldInsuranceDRN-6170883 The complaint S, a limited company, complain about Hadron UK Insurance Company Limited’s settlement of a claim made under their property owners’ insurance policy What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summar... (6 pages)View decision -
Decision Reference DRN-6072288
24 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6072288 The complaint Miss R is unhappy that BMW FINANCIAL SERVICES (GB) LIMITED (who I’ll call BMWFS) have reported more than one hard search on her credit file. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ove... (2 pages)View decision -
Decision Reference DRN-6141079
24 Feb 2026 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-6141079 The complaint Miss G complains that Zilch Technology Limited (Zilch) isn’t able to update the email address linked to her account. What happened Miss G has explained that the email address she used to open her Zilch account became blocked and she no longer had access to it. ... (2 pages)View decision -
Decision Reference DRN-6174034
24 Feb 2026 Gain Credit LLC UpheldConsumer CreditDRN-6174034 The complaint Mr K complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. He says that had better checks been made than it would’ve seen he was already using his overdraft and had other... (5 pages)View decision -
Decision Reference DRN-6174871
24 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6174871 The complaint Ms F complains about the service provided to her by Revolut Ltd. What happened In November 2025, Ms F made a substantial transfer of funds into her Revolut e-money account with the intention of moving the funds to a separate savings pot after. However, she the... (3 pages)View decision -
Decision Reference DRN-6104473
24 Feb 2026 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-6104473 The complaint Mr C complains Link Financial Outsourcing Limited are asking him to repay a debt where he thinks the balance is incorrect. What happened The information I have shows an account in Mr C’s name was taken out with a company I’ll refer to as L. The account was defa... (3 pages)View decision