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 401363 results
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Decision Reference DRN-6075137
12 Mar 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6075137 The complaint Mrs F and Mr F complain about how Inter Partner Assistance SA (“IPA”) handled and declined a claim under their home emergency insurance policy. As Mr F has been the primary point of contact in their approach to this service, for ease I’ll tend to refer to him t... (3 pages)View decision -
Decision Reference DRN-5761306
12 Mar 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5761306 The complaint Mr C complains about Liverpool Victoria Insurance Company Limited’s (‘LV’s’) handling of his buildings insurance claim. Any reference to LV includes the actions of its agents. What happened Mr C holds buildings insurance cover with LV. Briefly, in 2022, he ma... (4 pages)View decision -
Decision Reference DRN-6103952
12 Mar 2026 Pinnacle Insurance Limited Not upheldInsuranceDRN-6103952 The complaint Mr B has complained that Pinnacle Insurance Limited unreasonably refused to pay his legal costs in defending his wife from a police prosecution under the Dangerous Dogs Act, which included the return of his dog after it was seized by the police under his pet po... (5 pages)View decision -
Decision Reference DRN-5987128
12 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5987128 The complaint Mr A complains Revolut Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both parties. ... (4 pages)View decision -
Decision Reference DRN-6090638
12 Mar 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6090638 The complaint Mr A has complained about the way Tandem Bank Limited (“Tandem”) responded to his claim against it under Section 75 of the Consumer Credit Act 1974 (section 75). What happened In September 2025, Mr A signed a loan agreement with Tandem to fund the installation... (4 pages)View decision -
Decision Reference DRN-5709484
12 Mar 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5709484 The complaint Ms R complains that St. James's Place Wealth Management Plc (SJPWM) gave her unsuitable advice to switch her existing pension plan to a SJP Retirement Account. What happened Ms R received advice from SJPWM in September 2023 to transfer her existing pension... (4 pages)View decision -
Decision Reference DRN-6116677
12 Mar 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6116677 The complaint Mr F complains that Oakbrook Finance Limited trading as Finio Loans reported information to the credit reference agencies (“CRAs”) that he says was inaccurate and unfair. What happened In July 2025, Mr F entered into a 36-month fixed-sum loan agreement with Fi... (3 pages)View decision -
Decision Reference DRN-5858671
12 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5858671 The complaint Mrs A’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (15 pages)View decision -
Decision Reference DRN-6005060
12 Mar 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6005060 The complaint Mr G has complained about information recorded on his credit file by Zopa Bank Limited. What happened Mr G held a credit card with Zopa with a credit limit of £2,300. His statements show that on 18 March 2025, his outstanding balance was £2,264.43 and estimated... (2 pages)View decision -
Decision Reference DRN-5794317
12 Mar 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5794317 The complaint Mrs S complains that The Royal bank of Scotland Plc (RBS) won’t refund the money she says she lost to a scam. What happened Mrs S had an issue with her car and saw a recommendation for a mechanic on a local Facebook group; I’ll call the mechanic Mr H. Mr H cam... (3 pages)View decision