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-5986282
4 Feb 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5986282 The complaint Ms D complains about the way St James’s Place Wealth Management Plc handled her entitlement to her ex-husband’s pension under a Pension Sharing Order. What happened Ms D’s ex-husband (I’ll refer to him as “Mr X”) had a pension plan with St James’s Place Wealth... (3 pages)View decision -
Decision Reference DRN-6103643
4 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6103643 The complaint Mrs K complains that Creation Consumer Finance Limited (‘Creation’) declined her credit application after saying she was approved in an eligibility checker. Mrs K wants the hard search removed from her credit file. What happened Mrs K sought to finance a store... (3 pages)View decision -
Decision Reference DRN-5884296
4 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5884296 The complaint Ms B complains Tandem Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Ms B is represented in her... (12 pages)View decision -
Decision Reference DRN-5993050
4 Feb 2026 Computershare Investor Services Plc UpheldInvestmentsDRN-5993050 The complaint Mr H complains that Computershare Investor Services Plc converted his electronically held share certificates to paper copies without his permission. What happened Mr H holds a Share Plan Account (SPA) and a Global Sharematch Plan (GSP) with Computershare. The ... (4 pages)View decision -
Decision Reference DRN-5817621
4 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5817621 The complaint Mr and Mrs A complain about Intact Insurance UK Limited’s handling of their home insurance claims. Intact is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Intact has accepted it is accountable for... (5 pages)View decision -
Decision Reference DRN-5981674
4 Feb 2026 Astrenska Insurance Limited Not upheldInsuranceDRN-5981674 The complaint Mr and Mrs O complain about a claim they made with Astrenska Insurance Limited trading as Collinson Insurance (‘Astrenska’) under their travel insurance policy. All references to Astrenska include the agents appointed to handle claims and complaints on its beha... (3 pages)View decision -
Decision Reference DRN-6128993
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6128993 The complaint Mr and Mrs K complain that Santander UK Plc won’t refund the money they lost as a result of an investment scam. Mr and Mrs K are represented in this complaint, but I’ll refer to them as it’s their complaint. What happened The detailed background to this compla... (7 pages)View decision -
Decision Reference DRN-5986743
4 Feb 2026 Valour Finance Limited Not upheldConsumer CreditDRN-5986743 The complaint Mr B complains Valour Finance Limited trading as Savvy.co.uk (“Valour”) provided him with a loan that was unaffordable. Had further checks been made Valour would’ve seen the high levels of debt he had and he was using his overdraft. What happened Mr B was prov... (3 pages)View decision -
Decision Reference DRN-6003238
4 Feb 2026 HSBC UK Bank Plc Not upheldInvestmentsDRN-6003238 The complaint Mr H complains that HSBC UK Bank Plc sent him corporate action notifications by post rather than electronically which he says has led to a financial loss. What happened In February 2025 Mr H complained to HSBC after he saw a contract note he didn’t recognise on... (2 pages)View decision -
Decision Reference DRN-6042043
4 Feb 2026 East End Fair Finance Limited Not upheldConsumer CreditDRN-6042043 The complaint Mr B has complained that East End Fair Finance Limited trading as Fair Finance (“Fair Finance”) gave him a loan without carrying out sufficient affordability checks. Had better checks been made then Fair Finance would’ve seen he was overindebted on his credit c... (3 pages)View decision