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 388057 results
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Decision Reference DRN-6059930
13 Jan 2026 BEST RISK MANAGEMENT AND FINANCIAL SERVICE LIMITED Not upheldInsuranceDRN-6059930 The complaint Mr M complains that BEST RISK MANAGEMENT AND FINANCIAL SERVICE LIMITED trading as Best Insurance (‘Best’) mis-sold him an accident, sickness and unemployment protection insurance policy. Mr M’s complaint has been brought to us by a representative. All reference... (3 pages)View decision -
Decision Reference DRN-5903160
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5903160 The complaint Mr F has complained about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) handled his request to chargeback a transaction. What happened In October 2024, Mr F made a £200.00 payment to an online marketplace, for an electric scooter, using his Na... (3 pages)View decision -
Decision Reference DRN-5938392
13 Jan 2026 American International Group UK Limited Not upheldInsuranceDRN-5938392 The complaint Mr B and Mr P have complained that American International Group UK Limited (‘AIG’) unfairly declined Mr B’s claim. What happened Mr P has a travel insurance policy, underwritten by AIG, as part of his bank account. The policy also covers Mr P’s partner, Mr B. M... (2 pages)View decision -
Decision Reference DRN-6064135
13 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6064135 The complaint Mr A complains about how Aviva Insurance Limited (“Aviva”) handled a claim under his car insurance policy. When I mention Aviva I also mean its suppliers and approved repairers Aviva is responsible for. What happened Mr A had a motor insurance policy with Aviva... (4 pages)View decision -
Decision Reference DRN-5782929
13 Jan 2026 Lloyds Bank PLC Not upheldMortgagesDRN-5782929 The complaint This complaint is about a mortgage that Mrs C and Mr C hold with Lloyds Bank PLC. The complaint relates primarily to how Lloyds dealt with Mrs C and Mr C’s request for help in a period of financial difficulties during 2024 and 2025. Mrs C and Mr C are no longer... (4 pages)View decision -
Decision Reference DRN-6069939
13 Jan 2026 HSBC UK Bank Plc UpheldConsumer CreditDRN-6069939 The complaint Ms F is unhappy with several aspects of the service she’s received from HSBC UK Bank Plc, trading as first direct (“FD”). What happened Ms F has a cognitive disability which she had previously made FD aware of. On 9 May 2025, Ms F sent an email to FD asking if... (10 pages)View decision -
Decision Reference DRN-5924440
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5924440 The complaint Miss O complains National Westminster Bank Plc (NatWest) acted unfairly when it placed an adverse marker on her credit file. What happened Miss O says in April 2025 she received notification from NatWest that her bank account was dormant and she needed to pay i... (3 pages)View decision -
Decision Reference DRN-6026241
13 Jan 2026 Forester Life Limited Not upheldInvestmentsDRN-6026241 The complaint Miss W complains about missing contributions from a Lifetime Individual Savings Account (LISA) she holds with Forester Life Limited trading as Foresters Financial. Miss W is using a representative to bring this complaint. For ease I will refer to actions as bei... (2 pages)View decision -
Decision Reference DRN-5995967
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5995967 The complaint Mr H’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... (11 pages)View decision -
Decision Reference DRN-5946807
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5946807 The complaint Mr and Mrs S’s complaint is 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) deciding aga... (11 pages)View decision