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
-
Decision Reference DRN-6101988
12 Feb 2026 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-6101988 The complaint Mr K was retiring in September 2025 but he didn’t receive information he’d first requested from The Prudential Assurance Company Limited (Prudential) in December 2024 to make a decision about his pension. He’s unhappy with Prudential’s poor service and lack of ... (14 pages)View decision -
Decision Reference DRN-6148654
12 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6148654 The complaint Mr O has complained that Bank of Scotland plc trading as Halifax “Halifax” declined his claim for money back in relation to a set of insulation products he bought using credit it provided. What happened The facts in this case aren’t disputed so I’ll only brief... (6 pages)View decision -
Decision Reference DRN-5894372
12 Feb 2026 FLEET STREET FINANCIAL LTD. UpheldInsuranceDRN-5894372 The complaint Mr G is unhappy with the service he received from FLEET STREET FINANCIAL LTD. trading as Fleet Street (“FSW”). What happened Mr G engaged FSW in late 2022, and following a recommendation about his pensions FSW reviewed Mr G’s protection cover. At the time he h... (5 pages)View decision -
Decision Reference DRN-5937256
12 Feb 2026 Lex Autolease Ltd UpheldConsumer CreditDRN-5937256 The complaint Mr C complains that Lex Autolease Ltd (“Lex”) treated him unfairly when it administered his contract hire agreement for the supply of a car. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in ... (3 pages)View decision -
Decision Reference DRN-6116544
12 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6116544 The complaint Mr T complains that Barclays Bank UK PLC charged him for an international transfer when his app said that no charge was payable. What happened In late September 2025, Mr T carried out an international transfer on his banking app. The app confirmed to him that n... (2 pages)View decision -
Decision Reference DRN-5973691
12 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5973691 The complaint Mr and Mrs C complain about the decline of a buildings (landlord) insurance claim by Liverpool Victoria Insurance Company Limited (‘LV’). LV are the underwriters (insurers) of this policy. As they accept responsibility for the actions of their appointed agents,... (4 pages)View decision -
Decision Reference DRN-6148526
12 Feb 2026 Bruce Bennett UpheldPensions and AnnuitiesDRN-6148526 The complaint Mr C complains that Bruce Bennett, trading as bfm, (‘BB’) has not provided ongoing advice and regular reviews of his pension despite receiving regular fees to do so. What happened Mr C holds a pension with a provider that I’ll call ‘Firm N’. The pension was ope... (7 pages)View decision -
Decision Reference DRN-6141888
12 Feb 2026 Zego Insurance Limited UpheldInsuranceDRN-6141888 The complaint Mr H complains about the additional premium and administration charge Zego Insurance Limited applied to his commercial vehicle insurance policy. What happened Mr H took out a commercial vehicle insurance policy with Zego. In doing so, he said he had 20 years’ n... (3 pages)View decision -
Decision Reference DRN-5954196
12 Feb 2026 Santander UK Plc UpheldMortgagesDRN-5954196 The complaint Ms A and Miss B’s complaint relates to Ms A’s mortgage with Santander UK Plc. They are unhappy that their application to replace an existing borrower with Miss B was declined. They believe the application was declined because of the type of application that was... (3 pages)View decision -
Decision Reference DRN-6146897
12 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6146897 The complaint Mrs and Mr O have complained about the way Liverpool Victoria Insurance Company Limited (LV) handled a claim they made under their home insurance policy which LV declined. What happened Mrs and Mr O moved out of their home to relocate in August 2024. The prope... (5 pages)View decision