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-5854875
13 Feb 2026 ClearBank Limited UpheldBanking and PaymentsDRN-5854875 The complaint Mr B is a sole trader. He complains that ClearBank Limited won’t refund payments which he says he didn’t authorise, and that it has failed to provide him with adequate support as a vulnerable consumer. ClearBank Limited partners with Tide to provide accounts fo... (5 pages)View decision -
Decision Reference DRN-6055416
13 Feb 2026 PayrNet Limited UpheldBanking and PaymentsDRN-6055416 The complaint A company I’ll call S complains that PayrNet Limited (trading as ANNA) has declined to reimburse payments it says were unauthorised. Mr G is the director of S and has instructed a professional representative to bring this complaint on its behalf. What happened ... (3 pages)View decision -
Decision Reference DRN-6152363
13 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-6152363 The complaint Mrs M complains about how a claim has been handled by U K Insurance Limited (UKI) on her buildings insurance policy. What happened The events of the complaint are well known to both parties so I won’t go into detail here. In summary, a claim was raised due to s... (5 pages)View decision -
Decision Reference DRN-6153357
13 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6153357 The complaint A charity I’ll call W complains that HSBC UK Bank PLC (HSBC) caused lengthy delays in opening its new account, after it registered as a Charitable Incorporated Organisation. W is represented by one of its trustees, Miss Z. What happened W opened an account with... (4 pages)View decision -
Decision Reference DRN-6131216
13 Feb 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6131216 The complaint Mr M1 and Mr M2 complain that Marshmallow Insurance Limited avoided their motor insurance policy and declined their claim. What happened Mr M1 took out a motor insurance policy with Marshmallow, adding his son (Mr M2) as a named driver. A few months later, Mr M... (4 pages)View decision -
Decision Reference DRN-5880556
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5880556 The complaint Mr T says that National Westminster Bank PLC (‘NatWest’) that became unaffordable for him. What happened The overdraft was first provided in January 2005, with an overdraft limit of £500. In July 2021 it was increased to £4,000. Mr T says his complaint is focu... (3 pages)View decision -
Decision Reference DRN-5576692
13 Feb 2026 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5576692 The complaint Mrs G complains that St. James's Place Wealth Management Plc (“SJP”) charged her incorrectly for investment advice and failed to administer some dividends in accordance with her wishes. What happened The background to the complaint will be well known to bo... (4 pages)View decision -
Decision Reference DRN-5718898
13 Feb 2026 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5718898 The complaint Mrs C and Mr W complain they were given an incorrect valuation of their individual ISAs and joint unit trust account by St. James's Place Wealth Management Plc (“SJP”). They say that as a result, they encashed the investments, incurring a loss of around £1... (2 pages)View decision -
Decision Reference DRN-6119851
13 Feb 2026 Cofunds Limited UpheldPensions and AnnuitiesDRN-6119851 The complaint Mrs T is unhappy that Cofunds Limited (‘Aegon’) has not provided statements and other information for a general investment account (‘GIA’) which was held in trust by self-invested personal pension (‘SIPP’) provider Firm I. Mrs T is represented in this complain... (12 pages)View decision -
Decision Reference DRN-6065906
13 Feb 2026 Cofunds Limited UpheldPensions and AnnuitiesDRN-6065906 The complaint Mrs J is unhappy that Cofunds Limited (‘Aegon’) has not provided statements and other information for a general investment account (‘GIA’) which was held in trust by self-invested personal pension (‘SIPP’) provider Firm I. What happened Mrs J and Mrs T are sis... (13 pages)View decision