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 130193 results
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Decision Reference DRN-6159834
17 Feb 2026 Allianz Insurance Plc UpheldInsuranceDRN-6159834 The complaint Mr B is unhappy with the settlement offered by Allianz Insurance Plc (“Allianz”) following his storm claim against his commercial property insurance. What happened Mr B owned a property which contained three separate flats which he rents out. Mr B made a claim ... (4 pages)View decision -
Decision Reference DRN-6146640
17 Feb 2026 RCI Financial Services Limited UpheldConsumer CreditDRN-6146640 The complaint Mr B complains about the quality of a car he has been financing through an agreement with RCI Financial Services Limited trading as Dacia Finance (who I’ll call RCI). What happened I issued a provisional decision on this complaint earlier this month. An extrac... (7 pages)View decision -
Decision Reference DRN-5915390
17 Feb 2026 Nova Insurance Limited UpheldInsuranceDRN-5915390 The complaint Mr J and Mrs W are unhappy with the refund they received when they cancelled their home insurance policy. Their broker, Nova Insurance Limited (“Nova”) retained a commission clawback, before providing Mr J and Mrs W with their refund. What happened After buying... (3 pages)View decision -
Decision Reference DRN-6138778
17 Feb 2026 Vitality Life Limited UpheldInsuranceDRN-6138778 The complaint Miss I complains that Vitality Life Limited made an error when it set-up her income protection insurance policy, which caused her contract to be underwritten on the wrong terms. Miss I is unhappy that Vitality added an exclusion to her policy after it began. Wh... (4 pages)View decision -
Decision Reference DRN-5985274
17 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5985274 The complaint Mrs D complains about AXA Insurance UK Plc’s decision to decline a claim made after an escape of water at her property. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mrs D has an insuran... (3 pages)View decision -
Decision Reference DRN-6158651
17 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6158651 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (17 pages)View decision -
Decision Reference DRN-6158458
17 Feb 2026 True Potential Investments LLP UpheldPensions and AnnuitiesDRN-6158458 The complaint Mr P’s complaint relates to the transfer of his SIPP with a provider I’ll call Provider J to True Potential Investments LLP (True Potential). Mr P says the transfer took too long and he lost out because there was a delay in his fund being reinvested. As I under... (6 pages)View decision -
Decision Reference DRN-6158440
17 Feb 2026 JAMES HAY ADMINISTRATION COMPANY LIMITED UpheldPensions and AnnuitiesDRN-6158440 The complaint Mr P’s complaint relates to the transfer of his SIPP with James Hay Administration Company Limited (James Hay) to another provider who I’ll refer to as Provider T. Mr P says the transfer took too long and he lost out because there was a delay in his fund being ... (7 pages)View decision -
Decision Reference DRN-6158469
17 Feb 2026 Wills & Trusts Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-6158469 The complaint Mr P’s complaint is made against Wills & Trust Independent Financial Planning Limited (W&T), his financial adviser at the time. The complaint concerns delay in the transfer of his pension – his funds were held in cash for 29 days and so were out of the ... (4 pages)View decision -
Decision Reference DRN-6152140
17 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6152140 The complaint Mr G complains that NewDay Ltd trading as Fluid Credit Card lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr G applied ... (3 pages)View decision