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-6150966
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6150966 The complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (12 pages)View decision -
Decision Reference DRN-6153142
13 Feb 2026 Hills Insurance Services Ltd Not upheldPensions and AnnuitiesDRN-6153142 The complaint Mr W complains the advice he received from Hills Insurance Services Ltd trading as Hills Financial Planning (HFP) to transfer his Occupational Pension Scheme (OPS) to a personal pension was unsuitable. This complaint relates to the advice given in April 2017. U... (8 pages)View decision -
Decision Reference DRN-5973487
13 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5973487 The complaint Miss W complains that NewDay Ltd, trading as Fluid, lent to her irresponsibly. What happened In June 2020, NewDay provided Miss W with a credit card. It had an initial opening limit of £500, and that limit was increased several times over the years; to £1,000 ... (3 pages)View decision -
Decision Reference DRN-5718898
13 Feb 2026 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5718898 The complaint Mrs C and Mr W complain they were given an incorrect valuation of their individual ISAs and joint unit trust account by St. James's Place Wealth Management Plc (“SJP”). They say that as a result, they encashed the investments, incurring a loss of around £1... (2 pages)View decision -
Decision Reference DRN-6119851
13 Feb 2026 Cofunds Limited UpheldPensions and AnnuitiesDRN-6119851 The complaint Mrs T is unhappy that Cofunds Limited (‘Aegon’) has not provided statements and other information for a general investment account (‘GIA’) which was held in trust by self-invested personal pension (‘SIPP’) provider Firm I. Mrs T is represented in this complain... (12 pages)View decision -
Decision Reference DRN-6107190
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6107190 The complaint Ms R complains about the way National Westminster Bank Public Limited Company (NatWest) has handled her loans and credit card accounts. What happened In August 2021, Ms R says she received diagnosis of a life limiting condition, and she was given a maximum lif... (3 pages)View decision -
Decision Reference DRN-6023096
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6023096 The complaint Mr N complains that Monzo Bank Ltd (Monzo) has treated him unfairly in relation to a payment he made using his debit card to purchase a gold bar. What happened In June 2025, Mr N purchased a gold bar online from a private seller (the seller) via a third- party ... (3 pages)View decision -
Decision Reference DRN-6065906
13 Feb 2026 Cofunds Limited UpheldPensions and AnnuitiesDRN-6065906 The complaint Mrs J is unhappy that Cofunds Limited (‘Aegon’) has not provided statements and other information for a general investment account (‘GIA’) which was held in trust by self-invested personal pension (‘SIPP’) provider Firm I. What happened Mrs J and Mrs T are sis... (13 pages)View decision -
Decision Reference DRN-5982636
13 Feb 2026 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5982636 The complaint Miss B complains that Sainsbury’s Bank Plc was irresponsible in its lending to her and that she was not adequately assessed for the credit. What happened Miss B applied for credit with Sainsbury’s Bank and had a loan approved as follows: Date Amount of Credit ... (3 pages)View decision -
Decision Reference DRN-5403222
13 Feb 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5403222 The complaint Mrs P complains that Legal and General Assurance Society Limited (L&G) didn’t inform her and her late husband that their policy had been cancelled following non-payment of premiums. This meant Mrs P wasn’t able to claim on the policy following the passing o... (3 pages)View decision