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-5745133
23 Feb 2026 HDI Global Specialty SE UpheldInsuranceDRN-5745133 The complaint Mr T complains that HDI Global Speciality SE won’t offer him a buildings insurance policy following a subsidence claim. Reference to HDI includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summ... (4 pages)View decision -
Decision Reference DRN-5901440
23 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5901440 The complaint Mr P complains about information recorded on his credit file by Bank of Scotland plc trading as Halifax. What happened I issued a provisional decision on 10 February 2026 that set out the background to this complaint: “Mr P held a credit card account with Halif... (2 pages)View decision -
Decision Reference DRN-5791578
23 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-5791578 The complaint Mr T complains about the way Aviva Insurance Limited dealt with a claim on his mobile phone insurance policy. Where I refer to Aviva, this includes its agents and claims handlers acting on its behalf. What happened Mr T made a claim on his policy after he lost ... (3 pages)View decision -
Decision Reference DRN-6074438
23 Feb 2026 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-6074438 The complaint Mr K complains that the motorcycle he acquired financed through a hire purchase agreement with First Response Finance Limited (“First Response”) wasn’t of satisfactory quality. What happened On 30 January 2025 Mr K acquired a new motorcycle financed through a h... (4 pages)View decision -
Decision Reference DRN-6130751
23 Feb 2026 Furness Building Society UpheldMortgagesDRN-6130751 The complaint This complaint is about a mortgage Miss N holds with Furness Building Society to fund a new-build project. There are several strands to the complaint, most of which arise from difficulties Miss N has experienced in her dealings with Furness as the project start... (3 pages)View decision -
Decision Reference DRN-6117427
23 Feb 2026 Brown Shipley & Co Limited UpheldInvestmentsDRN-6117427 The complaint Mr H has complained about the service he has received from Brown Shipley & Co Limited (Brown Shipley) when transferring his investments to a new provider. What happened Mr H began the process of transferring his ISA, SIPP and GIA away from Brown Shipley in... (3 pages)View decision -
Decision Reference DRN-5813514
22 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5813514 THE COMPLAINT Mr B complains that Monzo Bank Ltd (“Monzo”) loaded a Cifas marker against him. Mr B would like this removed. Mr B is represented by his mother in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease of reading. WHAT... (3 pages)View decision -
Decision Reference DRN-5894064
22 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-5894064 The complaint Mr and Mrs H complain that Aviva Insurance Limited (“Aviva”) inaccurately recorded a claim against their home buildings insurance policy. I’ll refer to Mr H in my decision for ease. What happened Mr H called Aviva on 13 January 2025 to make a claim when part of... (3 pages)View decision -
Decision Reference DRN-6138396
20 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6138396 The complaint Mrs F complains HSBC UK Bank Plc won’t refund the money she says she lost to a scam. What happened Mrs F heard about a property investment opportunity with “C” from a friend. In brief, C claimed to be offering a “government backed” investment based on them reno... (4 pages)View decision -
Decision Reference DRN-6096710
20 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6096710 The complaint Mr and Mrs L complain that Bank of Scotland plc closed their account without providing proper notice or reasons. The complain too about the way the bank – which trades in this case under its Halifax brand – dealt with the return of funds to them. What happened ... (3 pages)View decision