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-5943898
19 Feb 2026 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5943898 The complaint Mr G complains about advice he received from Origen Financial Services Limited (“Origen”) relating to the possible transfer of his defined benefit (“DB”) pension. He says he was never told that Origen’s advice could be inconclusive and that the advice took too ... (5 pages)View decision -
Decision Reference DRN-5982105
19 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5982105 The complaint Mrs K has complained about how AXA Insurance UK Plc (AXA) dealt with a claim under her home insurance policy. References to AXA include companies acting on its behalf. Mrs K is represented for this complaint by Mr K, who I will also sometimes refer to in my de... (3 pages)View decision -
Decision Reference DRN-5931853
19 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5931853 The complaint Mrs D and Mr D have complained about Liverpool Victoria Insurance Company Limited (LV). They are not happy about the way it dealt with a claim under their landlord insurance policy that it eventually declined. Any reference to LV includes any agents that it is ... (2 pages)View decision -
Decision Reference DRN-6160980
19 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6160980 The complaint Mr O’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (10 pages)View decision -
Decision Reference DRN-6026197
19 Feb 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6026197 The complaint Mrs R complains that MBNA Limited (“MBNA”) increased her credit card limit from £5,000 to £12,00 in September 2024 which she couldn’t afford and without conducting proper affordability checks. What happened The details of this complaint are well-known to both ... (2 pages)View decision -
Decision Reference DRN-6126787
19 Feb 2026 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-6126787 The complaint Miss L complains that she was provided with unsuitable investment advice by an appointed representative of St. James's Place Wealth Management Plc (“SJP”). She also feels that opportunities to correct the situation were then missed because of SJP’s failure... (4 pages)View decision -
Decision Reference DRN-6068665
19 Feb 2026 Advantage Finance Ltd Not upheldConsumer CreditDRN-6068665 The complaint Advantage Finance Ltd (‘Advantage’) provided Mr M with a hire purchase agreement for a used car. He says the finance was provided irresponsibly and he couldn’t afford to repay it sustainably. What happened In August 2024, Mr M was accepted for a hire purchase ... (2 pages)View decision -
Decision Reference DRN-6167078
19 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6167078 The complaint Miss C complained that Revolut Ltd declined a transfer to her son, and she was provided with conflicting information when trying to resolve the issue. What happened Miss C made a transfer via the app to her son for £14,000 with a reference of “Investment” but t... (4 pages)View decision -
Decision Reference DRN-6167013
19 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6167013 The complaint Mr S complains that Capital One (Europe) plc (Capital One) lent to him irresponsibly. What happened Mr S had a credit card with Capital One, the initial lending decision for a limit of £200 was made in July 2018. The credit limit wasn’t increased after this poi... (4 pages)View decision -
Decision Reference DRN-6001051
19 Feb 2026 National House-Building Council Not upheldInsuranceDRN-6001051 The complaint Mr and Mrs D have complained about their building warranty insurer National House-Building Council because it declined their claim for, what they maintain is, a defective retaining wall. What happened Mr and Mrs D’s property came with a 10-year warranty, in pl... (3 pages)View decision