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-6156728
16 Feb 2026 Phoenix Life CA Limited UpheldInsuranceDRN-6156728 The complaint Mr and Mrs H complain about how Phoenix Life CA Limited (Phoenix) sold Mrs H a reviewable whole of life (RWOL) policy and the reduction it since carried out to the sum assured on this policy. Mrs H settled this policy in trust (the trust), with both Mr and Mrs... (11 pages)View decision -
Decision Reference DRN-6157535
16 Feb 2026 1st Class Credit Union Limited UpheldConsumer CreditDRN-6157535 The complaint Mrs O complains about 1st Class Credit Union Limited’s (1st Class) decision to reverse part of a consolidation loan it had previously offered her. Mrs O’s also unhappy 1st Class declined a subsequent loan application she made and that they gave her conflicting ... (5 pages)View decision -
Decision Reference DRN-6142785
16 Feb 2026 HSBC UK Bank Plc UpheldInvestmentsDRN-6142785 The complaint Mr S complains to HSBC Bank UK Plc about a delay in transferring his investments to another company which resulted in him missing the opportunity to trade. What happened Mr S held two exchange traded funds (ETFs) on HSBC’s platform. On 2 July 2024, he instruct... (3 pages)View decision -
Decision Reference DRN-5928029
16 Feb 2026 GROUP 1 RETAIL LIMITED UpheldInsuranceDRN-5928029 The complaint Miss B complains that Group 1 Retail Limited trading as Inchcape (“Inchcape”) mis-sold her a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, she says the policy was unsuitable and they didn’t disclose to her they would be earning commission... (6 pages)View decision -
Decision Reference DRN-5986430
16 Feb 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-5986430 The complaint Mrs A complains about a car supplied to her using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In May 2025, Mrs A acquired a used car using a hire purchase agreement with MotoNovo. The car was under three years ... (4 pages)View decision -
Decision Reference DRN-5869582
16 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5869582 The complaint R complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) scam. One of R’s directors, whom I’ll refer to as ‘Mr G’, referred the complaint to this service on behalf of R. What happen... (5 pages)View decision -
Decision Reference DRN-6154889
16 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6154889 The complaint Mr R is unhappy Nationwide Building Society (Nationwide) blocked and closed his accounts. What happened The facts of this complaint are well known to both sides, so I will summarise them below. Nationwide blocked Mr R’s accounts, including his current account,... (5 pages)View decision -
Decision Reference DRN-6131179
16 Feb 2026 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-6131179 The complaint Mr H has complained about the way Curtis Banks Limited handled a rent review for a property held within his self-invested personal pension (SIPP). Mr H has said that the review was completed late by more than a year and that this has caused him financial loss. ... (9 pages)View decision -
Decision Reference DRN-6154981
16 Feb 2026 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-6154981 The complaint Mr S complains that St. James’s Place Wealth Management Plc (SJP) failed to provide him with a yearly review of his investments. What happened In March 2016 an SJP adviser recommended that Mr S transfer pensions he held with two existing providers into a new pe... (7 pages)View decision -
Decision Reference DRN-6065496
16 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6065496 The complaint Mr L is unhappy that Santander UK Plc (“Santander”) won't reimburse him the money he sent to a third-party for what he believed was an investment opportunity. What happened I’m not going to cover all the points raised in detail. The view of 17 November 20... (4 pages)View decision