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-5910785
20 Feb 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5910785 The complaint Ms A is unhappy with how AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘Amex’) handled a dispute she raised through her credit card. What happened In May 2025 Ms A used an online travel agency (‘the agency’) to book some flights, and at the same time signed up to ... (4 pages)View decision -
Decision Reference DRN-6137540
20 Feb 2026 Marsh Finance Limited UpheldConsumer CreditDRN-6137540 The complaint Miss G complains about arrears that have been recorded, and arrears notifications she has been receiving from Marsh Finance Limited (Marsh Finance). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a b... (2 pages)View decision -
Decision Reference DRN-5844420
20 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5844420 The complaint Dr P is unhappy Bank of Scotland (“BoS”) hasn’t offered her a refund after she complained about being the victim of a scam. What happened Dr P had recently purchased a property and was looking to complete some renovations. In November 2024, she reached out to a... (4 pages)View decision -
Decision Reference DRN-6166553
20 Feb 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-6166553 The complaint Mr V is unhappy that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Limited (Tandem) was of unsatisfactory quality. When I refer to what Mr V or Tandem have said or done, it should also be taken to include things said or done on... (6 pages)View decision -
Decision Reference DRN-5691016
20 Feb 2026 Phoenix Life Limited Not upheldInvestmentsDRN-5691016 The complaint Mr J complains that Phoenix Life Limited mis-sold him a With-profits Endowment Plan. What happened Mr J purchased a With-profits Endowment Plan with Phoenix in June 1988. The policy term was for twenty years. The premium payable was £10.00 every four weeks, an... (3 pages)View decision -
Decision Reference DRN-5557968
20 Feb 2026 Phoenix Life Limited Not upheldInsuranceDRN-5557968 The complaint Mr J complains that Phoenix Life Limited mis-sold him a term assurance policy. What happened Mr J took a out a term assurance policy with Phoenix in April 1998, assuring the life of his wife for a fixed term of 36 years ending April 2034. The policy provided f... (3 pages)View decision -
Decision Reference DRN-5287975
20 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5287975 The complaint Mrs O’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974... (15 pages)View decision -
Decision Reference DRN-6168722
20 Feb 2026 Charter Court Financial Services Limited Not upheldMortgagesDRN-6168722 The complaint Mr C has complained about a bridging loan he holds with Charter Court Financial Services Limited trading as Precise Mortgages. He’s complained about how long it took to remove his previous lender’s charge and register Precise’s charge with the Land Registry, wh... (9 pages)View decision -
Decision Reference DRN-6165116
20 Feb 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6165116 The complaint Mr M complains about how Legal and General Assurance Society Limited are handling a claim on his critical illness policy. What happened Mr M has brought previous complaints about how L&G have handled his claim. So, the events are well known to both parties ... (2 pages)View decision -
Decision Reference DRN-6002706
20 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6002706 The complaint Mr D complains about delays in actioning a previous outcome to a complaint with Vanquis Bank Limited (“Vanquis”) What happened Mr D had a previous dispute with Vanquis which was settled at our service in March 2025 as a resolution was agreed by both parties. Ho... (3 pages)View decision