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 390343 results
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Decision Reference DRN-5965051
2 Feb 2026 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5965051 The complaint Mr E complained about ARAG Legal Expenses Insurance Company Limited’s service under his European motor breakdown insurance policy. ARAG Legal Expenses Insurance Company Limited are the underwriters and insurer of this policy, trading as DAS. Part of this compla... (3 pages)View decision -
Decision Reference DRN-5906015
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5906015 The complaint Mr L complains that he received his monthly statements from NewDay Ltd after the payment due date. What happened Mr L opened a John Lewis credit card account with NewDay in September 2022. At the time of opening the account Mr L registered for online access. Mo... (2 pages)View decision -
Decision Reference DRN-6066981
2 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6066981 The complaint Miss K complains that Barclays Bank UK PLC won’t refund her for paying for a service which she didn’t receive. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll focus on the key facts ... (2 pages)View decision -
Decision Reference DRN-6005120
2 Feb 2026 esure Insurance Limited Not upheldInsuranceDRN-6005120 The complaint Mr B complains esure Insurance Limited (esure) unfairly settled his claim on his motor insurance policy after his car was classed as a total loss. esure are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the in... (3 pages)View decision -
Decision Reference DRN-6024139
2 Feb 2026 Billing Finance Limited Not upheldConsumer CreditDRN-6024139 The complaint Mr M complains about issues arising from a hire purchase agreement with Billing Finance Limited under which a car was supplied to him. What happened A used car was supplied to Mr M under a hire purchase agreement with Billing Finance that he signed in May 2023.... (4 pages)View decision -
Decision Reference DRN-6120908
2 Feb 2026 Evelyn Partners Investment Management Services Limited UpheldPensions and AnnuitiesDRN-6120908 The complaint X complains that Evelyn Partners Investment Management Services Limited, trading as Bestinvest (Evelyn Partners) unfairly delayed the payment of benefits from X’s Self Invested Personal Pension Plan (SIPP) through a combination of poor service and requesting un... (5 pages)View decision -
Decision Reference DRN-5859692
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5859692 The complaint Mrs K complains that NewDay Ltd trading as Debenhams registered a default on her credit file. What happened Mrs K opened a credit card account with Debenhams in April 2018. On 15 December 2020 NewDay sent Mrs K a statement showing a balance of £809.42 and reque... (2 pages)View decision -
Decision Reference DRN-6109065
2 Feb 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6109065 The complaint Mr N complains that a car that was supplied to him under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. Mr N’s son is also involved with his complaint. What happened A used car was supplied to Mr N under a hire pu... (3 pages)View decision -
Decision Reference DRN-5966947
2 Feb 2026 Acromas Insurance Company Limited Not upheldInsuranceDRN-5966947 The complaint Mr P complains Acromas Insurance Company Limited (Acromas) unfairly settled a claim on his motor insurance policy. Acromas are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Acromas have ac... (3 pages)View decision -
Decision Reference DRN-5952121
2 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5952121 The complaint Mr P complains that Monzo Bank Ltd won’t refund the money he lost to a recovery scam. What happened There is limited information on the events, and the following is Mr P’s account: • He’d been scammed several times before and, after making payments through an... (5 pages)View decision
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