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 393318 results
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Decision Reference DRN-5810521
19 Feb 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-5810521 The complaint Mr T complains about the way Zurich Assurance Ltd administered his reviewable whole of life policy. He complains the policy has changed from what he originally thought he had bought and he is unhappy with the changes Zurich required at the last review. What hap... (2 pages)View decision -
Decision Reference DRN-5918001
19 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5918001 The complaint Mrs W is unhappy that Barclays Bank UK PLC (Barclays) rejected her chargeback claim following a purchase she made. What happened In September 2024, Mrs W purchased a van. Mrs W paid £500 on 19 September 2024 and then £1,500 on 30 September 2024. The remaining b... (3 pages)View decision -
Decision Reference DRN-6163348
19 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6163348 The complaint Ms K complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“Barclays”) have recorded a default on her credit file after she had cleared the outstanding debt and are refusing to correct it. What happened The details of this c... (2 pages)View decision -
Decision Reference DRN-6095864
19 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6095864 The complaint Mr S complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the settlement amount he’s received for his van, following its total loss. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them... (5 pages)View decision -
Decision Reference DRN-6141510
19 Feb 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6141510 The complaint Miss S complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with a loan which wasn’t affordable and MoneyBoat would’ve known this by carrying out sufficient affordability checks. What happened In June 2025, Money... (4 pages)View decision -
Decision Reference DRN-6078529
19 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6078529 The complaint Mr and Mrs M complain that a payment they wanted to make from their current account with Santander UK Plc failed, which led to the payment being made late. What happened Mr and Mrs M have a joint account with Santander. In July 2025 they wanted to make a paymen... (2 pages)View decision -
Decision Reference DRN-5145863
19 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5145863 The complaint Mr B (a director) complains on behalf of a limited company ‘D’, that Lloyds Bank Plc didn’t do enough to prevent the losses suffered when he says D was the victim of a scam. Mr B has used a representative to bring his complaint. But, for ease of reading, I’ll ... (2 pages)View decision -
Decision Reference DRN-5711319
19 Feb 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-5711319 The complaint Mr F complains that Madison CF UK Limited trading as 118 118 Money lent to him irresponsibly when it approved a £2,000 fixed sum loan in May 2022. He says the loan was unaffordable and it made his position worse. He later used a new loan to settle this one earl... (3 pages)View decision -
Decision Reference DRN-6161409
19 Feb 2026 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-6161409 The complaint Ms L’s complaint is about a mortgage endowment policy she had with Aviva Life & Pensions UK Limited. Ms L is unhappy about the amount of time it took for Aviva to pay the maturity value out and that it did not initially pay late payment interest on the matu... (4 pages)View decision -
Decision Reference DRN-6020367
18 Feb 2026 First Central Insurance Management Limited Not upheldInsuranceDRN-6020367 The complaint Mr W complains about how 1st Central Insurance Management Limited (‘1st Central’) assessed liability in a claim on his motor insurance. What happened Mr W had a 1st Central motor insurance policy. In January 2025, he was involved in a car accident with a third ... (2 pages)View decision