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-6023516
15 Jan 2026 ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY Not upheldInsuranceDRN-6023516 The complaint Mr M and Mrs M complain about Ecclesiastical Insurance Office Public Limited Company’s decision to proportionally reduce the settlement of their claim on the basis that they were underinsured. What happened The background to this complaint is well known to the ... (5 pages)View decision -
Decision Reference DRN-5993304
15 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5993304 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (11 pages)View decision -
Decision Reference DRN-5853569
15 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5853569 The complaint Mr T complains AXA Insurance UK Plc trading as Swiftcover.com (AXA) provided a poor level of service when he informed it of an incident in which his car was damaged by a third- party. AXA are the underwriters of this policy i.e. the insurer. Part of this compl... (3 pages)View decision -
Decision Reference DRN-5692886
15 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5692886 The complaint Mr A complains that The Royal Bank of Scotland Plc (RBS) won’t refund the money he lost when he was the victim of a scam. What happened Mr A was the victim of an investment scam after seeing an advert for an investment opportunity on social media. He was told ... (3 pages)View decision -
Decision Reference DRN-6080092
15 Jan 2026 JAMES HAY ADMINISTRATION COMPANY LIMITED UpheldPensions and AnnuitiesDRN-6080092 The complaint Mr J has complained about the time taken to complete an in-specie transfer from James Hay Administration Company Limited trading as James Hay Partnership (James Hay) to a new provider. Specifically, Mr J has said he was unable to make trades and he’s lost out o... (5 pages)View decision -
Decision Reference DRN-6061433
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6061433 The complaint Mr M complains that Santander UK Plc made an error when he asked it to make a transfer of £600 between his accounts and hasn’t recognised the seriousness of this. What happened Mr M phoned Santander on 17 July 2025 to ask it to make a transfer for £600 between ... (2 pages)View decision -
Decision Reference DRN-6080061
15 Jan 2026 AXA PPP Healthcare Limited UpheldInsuranceDRN-6080061 The complaint Mr C is unhappy that AXA PP Healthcare Limited has said his back condition is chronic and they would no longer cover his physiotherapy claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead,... (2 pages)View decision -
Decision Reference DRN-6079983
15 Jan 2026 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-6079983 The complaint Mr S has complained that St. James's Place Wealth Management Plc (‘SJP’) caused delays after he approached it to transfer two defined-benefit (‘DB’) occupational pension schemes. What happened Mr S approached a business, which was an appointed representat... (7 pages)View decision -
Decision Reference DRN-5839604
15 Jan 2026 Teya Solutions Ltd. UpheldBanking and PaymentsDRN-5839604 The complaint A company I’ll refer to as V complain Teya Solutions Ltd closed their merchant services account without explanation. They’d like an explanation and to be compensated. What happened V held an account with Teya to allow them to accept card payments from their cu... (2 pages)View decision -
Decision Reference DRN-5713798
15 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5713798 The complaint Mr D complains that Starling Bank Limited hasn’t reimbursed all of the money he’s lost to a scam. What happened As a consequence of fraud, Mr D made six card payments (set out in the table below) to two different merchants on 15 April 2025. Payment number Amoun... (3 pages)View decision