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-6139562
10 Feb 2026 Capital One (Europe) plc UpheldBanking and PaymentsDRN-6139562 The complaint Mr B complains that Capital One (Europe) Plc (‘Capital One’) told him he could access his credit card account using the mobile app when his account access was restricted. He’s unhappy with Capital One’s service and his options to manage his account. To resolve... (4 pages)View decision -
Decision Reference DRN-6023087
10 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6023087 The complaint Mr P is unhappy with the guidance provided by Vanquis Bank Limited (Vanquis) when he attempted to transfer funds into his Cash ISA. He is also unhappy with the customer service provided. What happened Shortly before the end of the 2024-2025 tax year, Mr P attem... (3 pages)View decision -
Decision Reference DRN-6013352
10 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6013352 The complaint Miss E complains that Bank of Scotland plc trading as Halifax (Halifax) acted irresponsibly in granting her a personal current account overdraft, and in increasing its limit, as it was unaffordable for her. Miss E also complains that Halifax failed to support h... (4 pages)View decision -
Decision Reference DRN-6141657
10 Feb 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6141657 The complaint Mrs H is unhappy that Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (SFS) told her she would have to pay money to exit her hire agreement early. When I refer to what Mrs H or SFS have said or done, it should also be taken to in... (4 pages)View decision -
Decision Reference DRN-6140835
10 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6140835 The complaint Mrs S complains about the quality of a vehicle she acquired through a hire purchase agreement financed by CA Auto Finance UK Limited trading as CA Auto Finance (CA). What happened In November 2024 Mrs S acquired a used car through a hire purchase agreement. Th... (5 pages)View decision -
Decision Reference DRN-6138421
10 Feb 2026 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-6138421 The complaint The estate of Mr N complains that Zurich Assurance Ltd (Zurich) didn’t do enough in 2005 to locate Mr N so it could pay him the benefits from his pension policy. What happened Mr N had a Retirement Annuity Contract policy with Zurich which started on 1 November... (14 pages)View decision -
Decision Reference DRN-5910152
10 Feb 2026 Millennium Insurance Company Limited UpheldInsuranceDRN-5910152 The complaint Mr E complains about the decline of his home emergency claim by Millennium Insurance Company Limited (‘Millenium’). As Millenium have accepted responsibility for agents acting on their behalf, in my decision any reference to Millenium should also be interprete... (2 pages)View decision -
Decision Reference DRN-6141203
10 Feb 2026 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-6141203 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) won’t refund the money he lost to a romance investment scam. Mr M is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is... (8 pages)View decision -
Decision Reference DRN-5955517
10 Feb 2026 Assurant General Insurance Limited UpheldInsuranceDRN-5955517 The complaint Ms H is unhappy with how Assurant General Insurance Limited (Assurant) settled her mobile phone claim. What happened Ms H has a mobile phone insurance policy alongside her bank current account. The policy provides cover for loss, theft, damage and breakdown and... (3 pages)View decision -
Decision Reference DRN-6094320
10 Feb 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6094320 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (VM) recorded a marker against him with Cifas, a fraud prevention agency, in connection with a mortgage application. What happened In February 2024 Mr L applied to VM through a broker for a buy-to-... (2 pages)View decision