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 391431 results
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Decision Reference DRN-6026269
4 Feb 2026 Kroo Bank Ltd UpheldBanking and PaymentsDRN-6026269 The complaint Mr H complains Kroo Bank Ltd won’t refund money he lost as the result of an authorised push payment (APP) scam. What happened As both parties are familiar with the details of the scam I won’t repeat them in full here. In summary, Mr H was duped into making paym... (4 pages)View decision -
Decision Reference DRN-6129752
4 Feb 2026 Black Horse Limited UpheldConsumer CreditDRN-6129752 The complaint Mr C complains that the car he acquired through Black Horse Limited, trading as Land Rover Financial Services (“BHL”) wasn’t of satisfactory quality. He wants to cancel the agreement and reject the car. Mr C is represented in his complaint. For ease of reading... (4 pages)View decision -
Decision Reference DRN-6105558
4 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldInvestmentsDRN-6105558 The complaint Mrs S complains about the performance of her investments which NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) both advised and managed. What happened Across December 2009 and January 2010 NatWest advised Mrs S to invest £250,000 in a portfolio whic... (7 pages)View decision -
Decision Reference DRN-6002057
4 Feb 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-6002057 The complaint Mr M has complained that St. James's Place Wealth Management Plc (‘SJP’) failed to provide him with suitable advice in relation to an existing personal pension. What happened Mr M had a long-standing advisory relationship with an adviser I’ll call ‘Mr E’. ... (4 pages)View decision -
Decision Reference DRN-6094596
4 Feb 2026 HSBC UK Bank Plc UpheldConsumer CreditDRN-6094596 The complaint Mr M complains that HSBC UK Bank Plc gave him conflicting information about the status of his balance transfer and failed to cater for his accessibility requirements. What happened Mr M says he called HSBC in May 2025 because a balance transfer had been proces... (3 pages)View decision -
Decision Reference DRN-6125944
4 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6125944 The complaint Miss E complains that Lloyds Bank PLC won’t reimburse money she lost to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator in their assessm... (4 pages)View decision -
Decision Reference DRN-5861735
4 Feb 2026 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5861735 The complaint Mr M complains about the decline of his extended warranty claim, underwritten by Fortegra Europe Insurance Company Ltd (‘Fortegra’). Any reference to Fortegra as the underwriters (insurers) of this policy includes the actions of any agents acting on their behal... (3 pages)View decision -
Decision Reference DRN-6116390
4 Feb 2026 Haven Insurance Company Limited Not upheldInsuranceDRN-6116390 The complaint Mr W has complained that Haven Insurance Company Limited unfairly found him liable for a motor vehicle accident. What happened Mr W was in an accident when his car hit another car that was stationary and unattended. He claimed on his policy. Haven thought it co... (3 pages)View decision -
Decision Reference DRN-6055854
4 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6055854 The complaint Mr S has complained that Zurich Insurance Company Ltd (Zurich) unfairly declined a claim under his home insurance policy. References to Zurich include companies acting on its behalf. What happened Mr S made a claim for accidental damage to a 3D printed model.... (3 pages)View decision -
Decision Reference DRN-6122936
4 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6122936 The complaint Mr G’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance(the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit ... (12 pages)View decision