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
-
Decision Reference DRN-6079969
17 Feb 2026 Capital One (Europe) plc UpheldBanking and PaymentsDRN-6079969 The complaint Mr N complains that Capital One (Europe) plc (Capital One, hereinafter) hasn’t refunded the losses he’s incurred when placing bets through an overseas gambling website, which he claims is a scam. What happened The facts are well known to both parties, so I ha... (7 pages)View decision -
Decision Reference DRN-6142407
17 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6142407 The complaint Mrs R complains that National Westminster Bank Public Limited Company provided her with an unaffordable overdraft facility. What happened NatWest provided Mrs R with an overdraft facility on the terms set out in the table below: Date Event Credit limit October... (4 pages)View decision -
Decision Reference DRN-6023133
17 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6023133 The complaint Mr and Mrs P are unhappy with the unsafe conditions they were left in when work was carried out on their home in relation to a claim with INTACT INSURANCE UK LIMITED (“INTACT”) under their home insurance policy. Mr and Mrs P also raised issues of delay with the... (2 pages)View decision -
Decision Reference DRN-6021444
17 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6021444 The complaint Mr W complains about the way in which Vanquis Bank Limited allocate payments to his account. What happened Mr W is unhappy with how Vanquis has allocated payments made to his account. He says he’s made payments on time, but Vanquis hasn’t allocated them correct... (2 pages)View decision -
Decision Reference DRN-6078149
17 Feb 2026 Lex Autolease Ltd Not upheldConsumer CreditDRN-6078149 The complaint Mr Z complains that Lex Autolease Ltd (LA), shouldn’t have paid a parking fine issued on a car he was leasing through them. I can see Mr Z has raised another complaint about a second parking charge which is being investigated separately. This decision will not ... (2 pages)View decision -
Decision Reference DRN-6028450
17 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6028450 The complaint Mr M complains about the way Lloyds Bank General Insurance Limited (‘Lloyds’) handled a storm damage claim he made on his property insurance policy. Mr M is professionally represented in bringing this complaint. What happened The details of this complaint are... (3 pages)View decision -
Decision Reference DRN-5894972
17 Feb 2026 Barclays Bank UK PLC Not upheldInsuranceDRN-5894972 The complaint Mr P complains about the sale of a Whole of Life (WOL) policy by Barclays Bank UK PLC (Barclays). What happened In July 2009 Mr P spoke to a Barclay’s adviser to review his protection. Notes from the meeting set out that Mr P had inadequate cover for funeral co... (2 pages)View decision -
Decision Reference DRN-6160584
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6160584 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (9 pages)View decision -
Decision Reference DRN-6059482
17 Feb 2026 Allianz Insurance Plc Not upheldInsuranceDRN-6059482 The complaint Mr and Mrs P complain about the way Allianz Insurance Plc (‘Allianz’) proposed to settle a fire damage claim they made. References to Allianz include their agents and appointed contractors. Mr and Mrs P are also professionally represented in this complaint. W... (3 pages)View decision -
Decision Reference DRN-6159337
17 Feb 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-6159337 The complaint Mr M has complained about how Advantage Insurance Company Limited (Advantage) have handled a claim he made on his motor insurance policy. What happened Mr M was involved in an accident in October 2024. His vehicle was declared a total loss and Advantage carried... (4 pages)View decision