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-6046478
4 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6046478 The complaint Mr B complains that TSB Bank plc (“TSB”) hasn’t protected him from losing money to scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr B has said that in 2020 and 2021 he m... (4 pages)View decision -
Decision Reference DRN-5955353
4 Feb 2026 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5955353 The complaint Mr F complains that Harbour Rock Capital Limited (HR) misadvised him to transfer his personal pension plan (PPP) and to take pension benefits causing losses. He wants compensation for his losses. Mr F is represented by a claims management company (CMC) but I w... (3 pages)View decision -
Decision Reference DRN-5830543
4 Feb 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5830543 The complaint Mrs S has complained that Domestic & General Insurance Plc (“D&G”) declined a claim she made on her jewellery and watch insurance policies. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and r... (2 pages)View decision -
Decision Reference DRN-6128411
4 Feb 2026 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-6128411 The complaint Mr J complains, with the help of a professional third party, about the advice and service he has received from St. James's Place Wealth Management Plc (‘SJPWM’). Mr J believes the advice he received to open investment products was potentially unsuitable fo... (6 pages)View decision -
Decision Reference DRN-6004826
4 Feb 2026 PRA Group (UK) Limited Not upheldConsumer CreditDRN-6004826 The complaint Mr G complains PRA Group (UK) Limited have unfairly turned down his request to write off his debt with them. What happened As I understand it Mr G had a credit card account with a lender I’ll refer to as B. Mr G accumulated a debt on this account through compul... (3 pages)View decision -
Decision Reference DRN-6127963
4 Feb 2026 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-6127963 The complaint Mrs J complains, with the help of a professional third party, about the advice and service she has received from St. James's Place Wealth Management Plc (‘SJPWM’). Mrs J believes the advice she received to open investment products was potentially unsuitabl... (6 pages)View decision -
Decision Reference DRN-5993448
4 Feb 2026 Icon Collections International Limited UpheldConsumer CreditDRN-5993448 The complaint Miss W complains Icon Collections International Limited have failed to handle things proactively when she made a settlement offer on the outstanding debt they were asking her to repay. What happened As I understand it Miss W had an outstanding debt with a compa... (5 pages)View decision -
Decision Reference DRN-5900727
4 Feb 2026 Western Circle Ltd Not upheldConsumer CreditDRN-5900727 The complaint Western Circle Ltd trading as Cashfloat (‘Cashfloat’) provided Mr H with a loan in August 2024. The loan was a short-term loan of £300 to be repaid over three months. The loan ran to term. Mr H says the credit was provided irresponsibly. What happened The deta... (2 pages)View decision -
Decision Reference DRN-5924956
4 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5924956 The complaint Mr B complains that British Gas Insurance Limited (“British Gas”) broke part of his boiler when it carried out a service under his home emergency policy. What happened Mr B had a home emergency insurance policy from British Gas covering breakdown and repairs to... (2 pages)View decision -
Decision Reference DRN-6019198
4 Feb 2026 Lowell Financial Ltd Not upheldConsumer CreditDRN-6019198 The complaint Mr D complains Lowell Financial Ltd (Lowell) are asking him to repay a debt which was irresponsibly lent. He’s also unhappy they didn’t identify there was irresponsible lending when purchasing the account, and that they didn’t take into account his vulnerabilit... (3 pages)View decision