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 387322 results
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Decision Reference DRN-6054075
5 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6054075 The complaint Miss R is unhappy that Santander UK Plc didn’t update her address and sent account arrears’ notices to an incorrect address as a result. What happened In July 2024, Miss R spoke with Santander because the last three contractually required monthly payments to h... (3 pages)View decision -
Decision Reference DRN-5990904
5 Jan 2026 Covea Insurance plc UpheldInsuranceDRN-5990904 The complaint Miss H complains that Covea Insurance plc cancelled her home insurance policy, declined her claim and handled the claim unfairly. Reference to Covea includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, ... (3 pages)View decision -
Decision Reference DRN-5874414
5 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-5874414 The complaint Mr and Mrs K are unhappy with how their claim has been handled and progressed and they’re disappointed with the compensation offered by U K Insurance Limited (“UKI”) under their home insurance policy. Mr and Mrs K had representation for the complaint, but for e... (3 pages)View decision -
Decision Reference DRN-5872332
5 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5872332 The complaint Mr S has complained Clydesdale Bank plc, trading as Virgin Money, has only refunded half of his losses following being the victim of an investment scam. What happened In 2022 Mr S was approached by a third party inviting him to make investments at an attractive... (3 pages)View decision -
Decision Reference DRN-5966502
5 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5966502 The complaint Mr H complains that Zopa Bank Limited lent irresponsibly when it approved two credit card applications he made. What happened Mr H applied for a Zopa credit card (card 1) in September 2021. In his application, Mr H said he was employed with an annual income of... (3 pages)View decision -
Decision Reference DRN-5897142
5 Jan 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5897142 The complaint Mr and Mrs H were unhappy when Great Lakes Insurance UK Limited (“Great Lakes”) wouldn’t provide information related to their No Claims Discounts (NCD) when they renewed their policy. Great Lakes were providing a home insurance policy. What happened When Mr and... (2 pages)View decision -
Decision Reference DRN-5968930
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5968930 The complaint Miss U complains Monzo Bank Ltd recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. She brings this complaint with the help of a representative; however, I will refer to Miss U in my decision because she held the releva... (3 pages)View decision -
Decision Reference DRN-6055238
5 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6055238 The complaint Mr H complains Santander UK Plc moved from a free business account to one with a monthly fee, breaking a promise made when the account was opened. What happened Mr H, trading as a business name which I’ll refer to as C in this decision, complains Santander gave... (3 pages)View decision -
Decision Reference DRN-6052071
5 Jan 2026 ReAssure Limited Not upheldInvestmentsDRN-6052071 The complaint Mr H complains that ReAssure Limited shouldn’t have allowed a bond he had placed in trust to be surrendered in 2018, as he says they didn’t have proper authorisation to do so. What happened In 2015, Mr H settled two bonds and a property into a trust, and appoin... (6 pages)View decision -
Decision Reference DRN-5996100
5 Jan 2026 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5996100 The complaint Mr and Mrs D have complained about the way Red Sands Insurance Company (Europe) Limited dealt with the payment of medical bills. All reference to Red Sands includes any agents acting on its behalf. What happened Mr and Mrs D had a travel insurance policy, under... (2 pages)View decision