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 393318 results
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Decision Reference DRN-6065624
20 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6065624 The complaint Mr B complains about the terms AXA Insurance UK Plc applied to his buildings insurance policy at renewal following a subsidence claim. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in disput... (4 pages)View decision -
Decision Reference DRN-6170085
20 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6170085 The complaint The estate of Mr J’s complaint is, in essence, that Clydesdale Financial Services Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with Mr J under Section 140A of the Consumer Credit Act 1974 (as amended... (11 pages)View decision -
Decision Reference DRN-5944345
20 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5944345 The complaint Mr C complains about a dispute he raised with HSBC UK Bank Plc (HSBC) in respect of a ladder purchased which was later recalled. What happened On 24 September 2023, Mr C purchased a ladder from a private seller (the seller) through a third-party platform (E). T... (3 pages)View decision -
Decision Reference DRN-6144752
20 Feb 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6144752 The complaint Mrs M’s complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined the claim she made on her joint life insurance policy after her husband, Mr H, passed away. Mrs M has been represented by a solicitor at times during the claim and... (3 pages)View decision -
Decision Reference DRN-6156008
20 Feb 2026 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-6156008 The complaint Mr B complains that Fortegra Europe Insurance Company Ltd (“Fortegra”) declined a claim he made for damage to his sofa under his furniture protection insurance policy. What happened Mr B purchased a sofa which was delivered in December 2022. At the same time h... (2 pages)View decision -
Decision Reference DRN-6068210
20 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6068210 The complaint Mr A complains about the way HSBC UK Bank Plc administered his credit card account and provided him information about it. What happened Mr A has raised a panoply of concerns about HSBC’s treatment of his credit card account, including its closure and the fact t... (2 pages)View decision -
Decision Reference DRN-6140426
20 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6140426 The complaint Mr C complains that Lloyds Bank PLC has not accounted to him for funds which he believes are held in a Cheltenham & Gloucester (C&G) ISA. What happened Mr C has explained that he recently found a C&G passbook in his name, showing a cash ISA with a b... (2 pages)View decision -
Decision Reference DRN-5943038
20 Feb 2026 Newline Insurance Company Limited UpheldInsuranceDRN-5943038 The complaint Mr P complains a claim was unfairly declined by Newline Insurance Company Limited on his motor warranty. Mr P also complains that Newline Insurance Company Limited caused a data breach. What happened Mr P bought a second-hand van in mid-February 2025. The follo... (3 pages)View decision -
Decision Reference DRN-6151259
20 Feb 2026 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-6151259 The complaint Mr S complains the motorbike he acquired financed through a hire purchase agreement with First Response Finance Limited (“First Response”) wasn’t of satisfactory quality. What happened On 13 November 2024 Mr S acquired a motorbike financed through a hire purcha... (4 pages)View decision -
Decision Reference DRN-6089356
20 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6089356 The complaint Mr W’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (7 pages)View decision