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-6061994
14 Jan 2026 Adrian Flux Insurance Services Group UpheldInsuranceDRN-6061994 The complaint Mr C complains that Adrian Flux Insurance Services Group (AFI) mis-sold him an Agreed Value add-on to his motor insurance policy. Mr C’s represented by Mrs C, but for ease of reading, I’ll refer to Mr C throughout. What happened In December 2023, Mr C took out ... (5 pages)View decision -
Decision Reference DRN-5873010
14 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5873010 The complaint Mr K complains that Bank of Scotland plc closed his basic bank account, shortly after it was opened. What happened Mr K applied for an account with Bank of Scotland in February 2024. A basic bank account was opened for Mr K and it was closed with immediate not... (3 pages)View decision -
Decision Reference DRN-6070589
14 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6070589 The complaint Mrs G complains that NewDay Ltd (‘NewDay’) irresponsibly gave her Fluid and Aqua credit card accounts which she couldn’t afford to repay As the complaint about the Aqua account has been made too late, I will only be considering the merits of the Fluid card com... (2 pages)View decision -
Decision Reference DRN-6060522
14 Jan 2026 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-6060522 The complaint Mr and Mrs S complain Arthur J. Gallagher Insurance Brokers Limited (AJG) sold them an unsuitable block, flats and apartments insurance. What happened The details of this complaint are well-known to the parties, so I won’t repeat them here. Instead, I’ll focus ... (2 pages)View decision -
Decision Reference DRN-6043510
14 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6043510 The complaint Miss M complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) acted irresponsibly when it approved a credit card account for her. What happened Miss M says Tesco approved a credit card account for her in July 2022 with a credit limit of £5,500, even thoug... (3 pages)View decision -
Decision Reference DRN-5993286
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5993286 The complaint Mr S’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... (9 pages)View decision -
Decision Reference DRN-5967597
14 Jan 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5967597 The complaint Mr B is unhappy that Great Lakes Insurance UK Limited declined a claim made on his ‘UK only’ travel insurance policy (‘the policy’) for lost / stolen items. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-5873023
14 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5873023 The complaint Mr K complains that Bank of Scotland plc (trading as Halifax) closed his basic bank account, shortly after it was opened and relied on information recorded about him on a fraud database, to do so. What happened In January 2023, Mr K entered into a trust deed. ... (4 pages)View decision -
Decision Reference DRN-6074208
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldPensions and AnnuitiesDRN-6074208 The complaint Mr E complains that National Westminster Bank Public Limited Company (“NatWest”) treated him unfairly when it refused to accept a £8,000 net contribution to his pension plan on 28 March 2024 in the 2023/24 tax year. He says this led to him missing out on carryi... (6 pages)View decision -
Decision Reference DRN-5970368
14 Jan 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5970368 The complaint Mr O complains that Aviva Life & Pensions UK Limited (Aviva) was unable to apply a single premium contribution that he wanted to make into his pension plan before the end of the 2024/2025 tax year, despite assuring him that would be the case when he applied... (6 pages)View decision