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 392389 results
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Decision Reference DRN-6145815
11 Feb 2026 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-6145815 The complaint Mr M has complained about the advice he received from Quilter Financial Services Limited (‘Quilter’) to switch two personal pensions to a pension provided by Quilter Wealth. He’s also complained that he didn’t receive the annual reviews he’d paid for. What happ... (5 pages)View decision -
Decision Reference DRN-5941092
11 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5941092 The complaint Ms M complains that HSBC UK Bank Plc won’t refund the money she lost as the result of a scam. What happened In January 2025 Ms M received an email which appeared to be from an elderly neighbour. The email asked Ms M to buy a gift card for the neighbour to give ... (3 pages)View decision -
Decision Reference DRN-6022118
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6022118 The complaint Mr L and Mrs L complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (14 pages)View decision -
Decision Reference DRN-6126728
11 Feb 2026 Tradex Insurance Company PLC Not upheldInsuranceDRN-6126728 The complaint Mr G complains that Tradex Insurance Company PLC responded unfairly to his claim on a motorcycle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a small motorbike that had first been registered in 2016. Mr G... (4 pages)View decision -
Decision Reference DRN-5989665
11 Feb 2026 Saga Services Limited Not upheldInsuranceDRN-5989665 The complaint Mr G with the assistance of his representative, complains that Saga Services Limited has treated him unfairly when pricing his home insurance policy over a number of years. What happened Mr G has brought his complaint to this Service with the assistance of his ... (6 pages)View decision -
Decision Reference DRN-6057708
11 Feb 2026 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-6057708 The complaint Ms A has complained about the advice she was given by Origen Financial Services Limited not to transfer her defined benefit pension (DB). Ms A says she wasn’t given clear information which has left her feeling trapped in her pension and in financial difficultie... (4 pages)View decision -
Decision Reference DRN-5910083
11 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5910083 The complaint G is a company, which is represented in bringing this complaint by its director, whom I’ll refer to as “Mr K”. G complains that Revolut Ltd wrongly closed its account with immediate effect and without good reason. What happened G held an account with Revolut. G... (3 pages)View decision -
Decision Reference DRN-5940744
11 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5940744 The complaint Mr P complains that Lloyds Bank General Insurance Limited, has unfairly declined to cover a claim made for fire damage and cancelled his policy. What happened Mr P took an insurance policy out with Lloyds in April 2024. The policy was taken out via a price comp... (4 pages)View decision -
Decision Reference DRN-6145185
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6145185 The complaint Mr O’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 -
Decision Reference DRN-5930295
11 Feb 2026 ManyPets Ltd UpheldInsuranceDRN-5930295 The complaint Mrs D complains ManyPets Ltd didn’t make it clear that claims would affect the premium of her lifetime pet insurance policy or that her policy would automatically renew. What happened The circumstances of this complaint are well known to both parties. And as th... (2 pages)View decision