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-6065496
16 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6065496 The complaint Mr L is unhappy that Santander UK Plc (“Santander”) won't reimburse him the money he sent to a third-party for what he believed was an investment opportunity. What happened I’m not going to cover all the points raised in detail. The view of 17 November 20... (4 pages)View decision -
Decision Reference DRN-6000399
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6000399 The complaint Mrs S complains NewDay Ltd (NewDay) acted irresponsibly when it approved a credit card account for her and subsequently increased the credit limits on the account. What happened Mrs S says NewDay approved a credit card account for her in October 2018 and during... (4 pages)View decision -
Decision Reference DRN-5960772
16 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5960772 The complaint Mr M complains Zurich Insurance Company Ltd (Zurich) has declined the claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In July 2023 Mr M reported a... (3 pages)View decision -
Decision Reference DRN-6145071
16 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6145071 The complaint Mr J and his mother Mrs N complain that Liverpool Victoria Insurance Company Limited trading as LV= (“LV”) responded unfairly to a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first... (3 pages)View decision -
Decision Reference DRN-6013130
16 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6013130 The complaint TSB Bank plc provided Mr H with a credit card on 11 January 2016. It had a credit limit of £500 which was never changed. On 22 June 2025, Mr H complained that TSB acted irresponsibly when it provided the credit card. What happened The details of this complaint... (2 pages)View decision -
Decision Reference DRN-6137260
16 Feb 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-6137260 The complaint Mr C is complaining Watford Insurance Company Europe Limited has declined a claim made on his car insurance policy and that it’s looking to recover the amount it paid out on the claim. He’s also unhappy it cancelled his policy. What happened In December 2024 Mr... (2 pages)View decision -
Decision Reference DRN-6156082
16 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6156082 The complaint Miss S complains that her motor insurer, esure Insurance Limited (‘esure’), sold her car after it was declared a total loss without letting her know, when in fact, she wanted to keep it. What happened I issued a provisional decision regarding this complaint la... (5 pages)View decision -
Decision Reference DRN-6094503
16 Feb 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6094503 The complaint On 19 July 2018, Bank of Scotland plc trading as Halifax provided Mr S with a loan of £20,000. It was to be repaid in 84 monthly instalments of £289.74. On 14 May 2025, Mr S complained to Halifax. He said the loan was provided irresponsibly as it was unaffordab... (3 pages)View decision -
Decision Reference DRN-6141852
16 Feb 2026 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6141852 The complaint Ms P has complained about the service provided by Great Lakes Insurance UK Ltd (‘Great Lakes’) under her home insurance policy. For the avoidance of doubt, the term ‘Great Lakes’ includes reference to its agents and contractors for the purposes of this decision... (4 pages)View decision -
Decision Reference DRN-5863186
16 Feb 2026 ReAssure Limited UpheldPensions and AnnuitiesDRN-5863186 The complaint Mr W says that ReAssure Limited (ReAssure) treated him unfairly when it sent him incorrect information about his pension fund value between 2022 and 2025. He says ReAssure’s offer to compensate him for this is not adequate. What happened Mr W has a pension wit... (3 pages)View decision