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-6089423
19 Feb 2026 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-6089423 The complaint Mr R is a trustee and complains that St. James's Place Wealth Management Plc (‘SJP’) provided misleading and incomplete financial services affecting his ability to effectively manage his trust funds. What happened Mr R is a trustee of three trusts. In 2023... (3 pages)View decision -
Decision Reference DRN-6029052
19 Feb 2026 Covea Insurance plc Not upheldInsuranceDRN-6029052 The complaint Mrs K and Mr K complain about Covea Insurance plc’s decision to decline a claim made under their property insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief background summary and decisio... (3 pages)View decision -
Decision Reference DRN-6110963
19 Feb 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6110963 The complaint Mrs F complains about charges she was asked to pay by Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (Novuna) when she returned a car she had been hiring through a finance agreement with them. What happened The detailed background to this com... (2 pages)View decision -
Decision Reference DRN-5973319
19 Feb 2026 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5973319 The complaint Mr K complaints that Western Union Payment Services GB Limited (Western Union) unfairly caused him to be charged following two money transfers. He stated he had made payments like this previously with no charges and was not advised these charges would occur. W... (2 pages)View decision -
Decision Reference DRN-6150908
19 Feb 2026 First Central Underwriting Limited Not upheldInsuranceDRN-6150908 The complaint Miss D is complaining First Central Underwriting Limited are pursuing her for costs involved in a claim she made on her motor insurance policy. What happened Miss D’s vehicle was involved in an accident in August 2022. A lorry drove into the back of her vehicle... (4 pages)View decision -
Decision Reference DRN-6142538
19 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6142538 The complaint Mr B complains that Barclays Bank UK PLC (“Barclays”) declined his application for a basic bank account. What happened On 1 July 2025 Mr B applied for a basic bank account with Barclays after his existing account with another financial institution was closed. ... (3 pages)View decision -
Decision Reference DRN-5937562
19 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5937562 The complaint Mrs R complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) was irresponsible in its lending to her. What happened Mrs R was provided with a £10,000 loan in July 2022. The loan term was 60 months, and Mrs R was required to ma... (3 pages)View decision -
Decision Reference DRN-5899655
19 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5899655 The complaint Mr R complains Admiral Insurance (Gibraltar) Limited hasn’t handled a claim against his motor insurance policy fairly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons... (2 pages)View decision -
Decision Reference DRN-6005197
19 Feb 2026 Royal London Mutual Insurance Society, Limited (THE) Not upheldInsuranceDRN-6005197 The complaint Mrs S has complained that The Royal London Mutual Insurance Society, Limited (“Royal London”) declined to register a claim under a critical illness policy. What happened The background to this complaint is well known to the parties so it serves no purpose for m... (2 pages)View decision -
Decision Reference DRN-6165203
19 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6165203 The complaint Mr O complains that Revolut Ltd have declined to reimburse him for transactions he says that he didn’t make or agree to. He’d like the funds returned to him. What happened The background to this complaint is well known to both parties, so I will only give a br... (4 pages)View decision