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 392389 results
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Decision Reference DRN-5993050
4 Feb 2026 Computershare Investor Services Plc UpheldInvestmentsDRN-5993050 The complaint Mr H complains that Computershare Investor Services Plc converted his electronically held share certificates to paper copies without his permission. What happened Mr H holds a Share Plan Account (SPA) and a Global Sharematch Plan (GSP) with Computershare. The ... (4 pages)View decision -
Decision Reference DRN-5817621
4 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5817621 The complaint Mr and Mrs A complain about Intact Insurance UK Limited’s handling of their home insurance claims. Intact is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Intact has accepted it is accountable for... (5 pages)View decision -
Decision Reference DRN-5981674
4 Feb 2026 Astrenska Insurance Limited Not upheldInsuranceDRN-5981674 The complaint Mr and Mrs O complain about a claim they made with Astrenska Insurance Limited trading as Collinson Insurance (‘Astrenska’) under their travel insurance policy. All references to Astrenska include the agents appointed to handle claims and complaints on its beha... (3 pages)View decision -
Decision Reference DRN-6128993
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6128993 The complaint Mr and Mrs K complain that Santander UK Plc won’t refund the money they lost as a result of an investment scam. Mr and Mrs K are represented in this complaint, but I’ll refer to them as it’s their complaint. What happened The detailed background to this compla... (7 pages)View decision -
Decision Reference DRN-5986743
4 Feb 2026 Valour Finance Limited Not upheldConsumer CreditDRN-5986743 The complaint Mr B complains Valour Finance Limited trading as Savvy.co.uk (“Valour”) provided him with a loan that was unaffordable. Had further checks been made Valour would’ve seen the high levels of debt he had and he was using his overdraft. What happened Mr B was prov... (3 pages)View decision -
Decision Reference DRN-6003238
4 Feb 2026 HSBC UK Bank Plc Not upheldInvestmentsDRN-6003238 The complaint Mr H complains that HSBC UK Bank Plc sent him corporate action notifications by post rather than electronically which he says has led to a financial loss. What happened In February 2025 Mr H complained to HSBC after he saw a contract note he didn’t recognise on... (2 pages)View decision -
Decision Reference DRN-6042043
4 Feb 2026 East End Fair Finance Limited Not upheldConsumer CreditDRN-6042043 The complaint Mr B has complained that East End Fair Finance Limited trading as Fair Finance (“Fair Finance”) gave him a loan without carrying out sufficient affordability checks. Had better checks been made then Fair Finance would’ve seen he was overindebted on his credit c... (3 pages)View decision -
Decision Reference DRN-5941938
4 Feb 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5941938 The complaint Mr M has complained about the quality of a car provided on finance by Toyota Financial Services (UK) PLC (“TFS”). What happened Both parties are familiar with the circumstances of this complaint, so I’ll briefly summarise them here. TFS supplied Mr M with a us... (4 pages)View decision -
Decision Reference DRN-6075382
4 Feb 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6075382 The complaint Mrs S complains Legal and General Assurance Society Limited (Legal and General) has declined the claim she made under an income protection insurance policy. Mrs S is being represented in this complaint by a family member, but for ease I’ve referred to Mrs S thr... (3 pages)View decision -
Decision Reference DRN-6047179
4 Feb 2026 Valour Finance Limited Not upheldConsumer CreditDRN-6047179 The complaint Miss K complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her loans without carrying out sufficient affordability checks. Had better checks been made Valour would’ve realised she was already in financial difficulties. What happened A ... (4 pages)View decision