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-6100654
29 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6100654 The complaint Mr and Mrs T complain about the decline of their buildings insurance claim by AXA Insurance UK Plc (‘AXA’). Any reference in this decision to AXA as the underwriters (insurers) of this policy includes the actions of any agents acting on their behalf. What happe... (3 pages)View decision -
Decision Reference DRN-6061761
29 Jan 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6061761 The complaint Mr M complains Bank of Scotland plc trading as Halifax (Halifax) acted irresponsibly when it approved a loan for him. What happened Mr M says Halifax approved a loan of £8,500 in October 2022 but this was at a time when he was unemployed and already financially ... (3 pages)View decision -
Decision Reference DRN-6081603
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6081603 The complaint Miss S complains Revolut Ltd wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (3 pages)View decision -
Decision Reference DRN-6087453
29 Jan 2026 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-6087453 The complaint Mr B is unhappy with the redress offered by Volvo Car Financial Services UK Limited (‘VCFS’) after it accepted a car supplied to him under a finance agreement was of an unsatisfactory quality. What happened The parties are familiar with the background details o... (3 pages)View decision -
Decision Reference DRN-5833501
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5833501 The complaint Ms M is unhappy with how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) engaged with her concerns about the reporting of her information on her credit file. What happened In November 2024 Ms M approached a Credit Reference Agency (CRA) she used t... (3 pages)View decision -
Decision Reference DRN-6115225
29 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6115225 The complaint Mrs M complains that Bank of Scotland plc (‘Bank of Scotland’) irresponsibly gave her an overdraft that she couldn’t afford. What happened Bank of Scotland told us Mrs M was given her overdraft on 12 December 2018. The credit limit was increased and decreased ... (3 pages)View decision -
Decision Reference DRN-5690966
29 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-5690966 The complaint Mr B complains about how Aviva Insurance Limited handled a claim on his motor insurance after his car was stolen. What happened Mr B had motor insurance with Aviva. In February 2025 his car was stolen. It was recovered the next day but was badly damaged. Aviva ... (5 pages)View decision -
Decision Reference DRN-5938611
29 Jan 2026 R.A. Cowen & Partners (Financial Services) Limited UpheldPensions and AnnuitiesDRN-5938611 The complaint Mr G complains that R.A. Cowen & Partners (Financial Services) Limited (Cowen) provided unsuitable advice around the arrangement of an annuity and subsequently dropped him as a client. What happened Mr G says he’d been advised by Cowen for many years and h... (5 pages)View decision -
Decision Reference DRN-6088079
29 Jan 2026 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-6088079 The complaint Mr P complains about the poor service he received during the transfer of his pension with a provider I’ll refer to as provider A to a Self-Invested Personal Pension (SIPP) with Interactive Investor Services Limited trading as Interactive Investor (Interactive I... (6 pages)View decision -
Decision Reference DRN-5927606
29 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5927606 The complaint Miss D complains HSBC UK Bank Plc unfairly restricted and closed her accounts. Miss D says the decision to withhold the funds within her account is causing her detriment and they should be released. What happened The facts of the complaint are well known to bo... (3 pages)View decision