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-6107363
27 Jan 2026 HL Partnership Limited Not upheldMortgagesDRN-6107363 The complaint Mr P and Miss S have complained that they were given unsuitable mortgage advice by a representative of H L Partnership Limited trading as HLPartnership, and referred to here as HLP. To settle the complaint, Mr P and Miss S would like HLP to compensate them for... (4 pages)View decision -
Decision Reference DRN-6106945
27 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6106945 The complaint Mr B is unhappy with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY’s (‘NatWest’) refusal to raise a dispute for him in relation to something he purchased using his debit card. What happened I issued my provisional decision to both parties on 5 January 2026 ... (4 pages)View decision -
Decision Reference DRN-6105648
27 Jan 2026 Hutchison 3G UK Limited UpheldConsumer CreditDRN-6105648 The complaint Miss M complained about the way Hutchison 3G UK Limited trading as Three (Three) administered fixed sum loan agreements she had with it. Miss M is represented in her complaint. But to keep things simple I have referred to all submissions and actions taken from... (4 pages)View decision -
Decision Reference DRN-5372522
27 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5372522 The complaint Mr and Mrs B have complained Barclays Bank UK PLC won’t refund several payments Mr B says he made and lost to a scam. Mr and Mrs B are represented by a professional representative, however for ease I will just refer to Mr B throughout as it was him that made th... (4 pages)View decision -
Decision Reference DRN-5876068
27 Jan 2026 Acromas Insurance Company Limited Not upheldInsuranceDRN-5876068 The complaint Mr B and Mrs B complain Acromas Insurance Company Limited (Acromas) provided a poor level of service when they made a claim on Mrs B’s motor insurance policy. Reference to Mr B or Mrs B includes the other. Mr B was a named driver on the policy. Acromas are th... (3 pages)View decision -
Decision Reference DRN-6096910
27 Jan 2026 First Central Underwriting Limited UpheldInsuranceDRN-6096910 The complaint Mr W complains that First Central Underwriting Limited (“First Central”) declined to pay his claim and voided his policy because he hadn’t told it about modifications to his car. What happened Mr W had a motor insurance policy with First Central covering his ca... (4 pages)View decision -
Decision Reference DRN-5747485
27 Jan 2026 ALLEGIANT FINANCE SERVICES LTD Not upheldClaims ManagementDRN-5747485 The complaint Miss S complains about Allegiant Finance Services Ltd (“AFSL”) and the success fees they have invoiced her, relating her unaffordable lending claim. What happened The claim and complaint circumstances are well known to both parties. So, I won’t be listing them ... (4 pages)View decision -
Decision Reference DRN-6096900
27 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6096900 The complaint Ms V complains about the way her account with NewDay Ltd trading as Fluid Credit Card (“NewDay”) was handled by them. What happened Ms V held a credit card account with NewDay. Ms V said she had been making the necessary minimum payments required under the acc... (3 pages)View decision -
Decision Reference DRN-5991930
27 Jan 2026 SCOR UK Company Ltd Not upheldInsuranceDRN-5991930 The complaint Mrs W’s complaint is about a claim she made on her SCOR UK Company Ltd (‘SCOR’) legal expenses insurance policy. Mrs W says SCOR treated her unfairly. In this decision all references to SCOR include their claims handlers. What happened The details of this comp... (2 pages)View decision -
Decision Reference DRN-6034100
27 Jan 2026 Origen Financial Services Limited UpheldInvestmentsDRN-6034100 The complaint Mrs W complains that Origen Financial Services Limited trading as Aegon Financial Planning (Aegon) requested an unreasonable amount of information from her. This led to them not providing advice that she paid them for. What happened Mrs W has a General Investm... (6 pages)View decision