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-6150337
12 Feb 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6150337 The complaint Mr and Mrs O’s complaint is, in essence, that First Holiday Finance Ltd (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 (as amended) (the ‘CCA’) and (... (12 pages)View decision -
Decision Reference DRN-6139716
12 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-6139716 The complaint Mr H has complained that U K Insurance Limited (UKI) unfairly rejected a claim under his property owners insurance policy. What happened Mr H has a rental property. His tenant told him that their water bill was unusually high. Mr H instructed a plumber who fou... (2 pages)View decision -
Decision Reference DRN-5802195
12 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-5802195 The complaint Mr C is unhappy Aviva Insurance Limited declined a claim made on his home insurance policy. Any reference to Aviva includes the actions of its agents who were acting on its behalf. What happened The background of this complaint is well known to both parties. An... (2 pages)View decision -
Decision Reference DRN-6123432
12 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6123432 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of several scams. Mr C has previously been represented by a third party. To keep things simple, I will refer to Mr C throu... (4 pages)View decision -
Decision Reference DRN-5926412
12 Feb 2026 ONMO Limited Not upheldBanking and PaymentsDRN-5926412 The complaint Miss C complains about interest and charges applied to her ONMO credit card account. What happened Miss C used ONMO’s app, which told her the minimum repayment was £51.69. Miss C made this payment, but her statement showed the actual minimum payment due was £59... (2 pages)View decision -
Decision Reference DRN-5873303
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5873303 The complaint Miss H complains that HSBC UK Bank Plc trading as First Direct (First Direct) refused to pay a switching incentive when she opened an account with them. What happened Miss H applied for an account with First Direct in January 2025. The Current Account Switch S... (2 pages)View decision -
Decision Reference DRN-6116864
12 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6116864 The complaint Miss W complains that Clydesdale Bank Plc (trading as Virgin Money), as the receiving bank, could’ve prevented the loss she suffered as the result of an alleged scam. What happened In June 2023 Miss W sent £26,000 to an account held with Clydesdale, as part of... (3 pages)View decision -
Decision Reference DRN-6004328
12 Feb 2026 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-6004328 The complaint Mr Z is unhappy that his hire purchase agreement with Stellantis Financial Services UK Limited was misrepresented to him. What happened In July 2021, Mr Z was supplied with a new car through a hire purchase agreement with Stellantis Financial Services UK Limit... (3 pages)View decision -
Decision Reference DRN-6150248
12 Feb 2026 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-6150248 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... (12 pages)View decision -
Decision Reference DRN-6148996
12 Feb 2026 VANGUARD ASSET MANAGEMENT, LTD. Not upheldPensions and AnnuitiesDRN-6148996 The complaint Mr F complains about losses he has experienced following two failures of the online systems of Vanguard Asset Management Ltd (“Vanguard”). What happened I issued a provisional decision on this complaint last month. In that decision I explained why I didn’t thin... (6 pages)View decision