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-5994954
4 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-5994954 The complaint Mr J doesn’t think he owes anything else under a finance agreement he has with CREATION CONSUMER FINANCE LIMITED (Creation), he thinks the agreement was mis-sold and that they’ve been slow to respond. Mr J has been represented by his mother but for ease, and as... (2 pages)View decision -
Decision Reference DRN-5944629
4 Feb 2026 Phoenix Life Limited UpheldInsuranceDRN-5944629 The complaint Mr R has complained that Phoenix Life Limited trading as Standard Life has unfairly declined his claim for permanent total disability (PTD). What happened Mr and Mrs R bought a policy with critical illness cover and PTD benefit in 2000 with an expiry date of Se... (2 pages)View decision -
Decision Reference DRN-6121578
4 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6121578 The complaint Miss A complains Clydesdale Bank Plc trading as Virgin Money (Virgin Money) didn’t sufficiently check she could sustain the repayments for a revolving credit facility. What happened Around March 2025 Miss A made an on-line application for a revolving credit fac... (3 pages)View decision -
Decision Reference DRN-6046478
4 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6046478 The complaint Mr B complains that TSB Bank plc (“TSB”) hasn’t protected him from losing money to scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr B has said that in 2020 and 2021 he m... (4 pages)View decision -
Decision Reference DRN-5955353
4 Feb 2026 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5955353 The complaint Mr F complains that Harbour Rock Capital Limited (HR) misadvised him to transfer his personal pension plan (PPP) and to take pension benefits causing losses. He wants compensation for his losses. Mr F is represented by a claims management company (CMC) but I w... (3 pages)View decision -
Decision Reference DRN-5830543
4 Feb 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5830543 The complaint Mrs S has complained that Domestic & General Insurance Plc (“D&G”) declined a claim she made on her jewellery and watch insurance policies. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and r... (2 pages)View decision -
Decision Reference DRN-6128411
4 Feb 2026 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-6128411 The complaint Mr J complains, with the help of a professional third party, about the advice and service he has received from St. James's Place Wealth Management Plc (‘SJPWM’). Mr J believes the advice he received to open investment products was potentially unsuitable fo... (6 pages)View decision -
Decision Reference DRN-6004826
4 Feb 2026 PRA Group (UK) Limited Not upheldConsumer CreditDRN-6004826 The complaint Mr G complains PRA Group (UK) Limited have unfairly turned down his request to write off his debt with them. What happened As I understand it Mr G had a credit card account with a lender I’ll refer to as B. Mr G accumulated a debt on this account through compul... (3 pages)View decision -
Decision Reference DRN-6127963
4 Feb 2026 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-6127963 The complaint Mrs J complains, with the help of a professional third party, about the advice and service she has received from St. James's Place Wealth Management Plc (‘SJPWM’). Mrs J believes the advice she received to open investment products was potentially unsuitabl... (6 pages)View decision -
Decision Reference DRN-5993448
4 Feb 2026 Icon Collections International Limited UpheldConsumer CreditDRN-5993448 The complaint Miss W complains Icon Collections International Limited have failed to handle things proactively when she made a settlement offer on the outstanding debt they were asking her to repay. What happened As I understand it Miss W had an outstanding debt with a compa... (5 pages)View decision