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-6016270
18 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6016270 The complaint Mr O complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly. What happened In September 2020, NewDay provided Mr O with a credit card. It had an initial opening limit of £300; that limit was increased several times over the years, as follows: •... (3 pages)View decision -
Decision Reference DRN-4955949
18 Feb 2026 ReAssure Life Limited Not upheldInsuranceDRN-4955949 The complaint Mr P, Ms A, Mr P2 and Mrs P (the trustees) complain on behalf of the P Trust (the trust), that ReAssure Life Limited (ReAssure) unfairly administered a reviewable whole of life (RWOL) policy. What happened In 1989 Mr and Mrs P, advised by another firm, took ou... (6 pages)View decision -
Decision Reference DRN-6163447
18 Feb 2026 First Central Underwriting Limited UpheldInsuranceDRN-6163447 The complaint Mrs H had a motor insurance policy underwritten by First Central Underwriting Limited. She has complained about the way First Central acted after she notified them of an incident she was involved in. At times, Mrs H was represented by her husband. For ease of r... (2 pages)View decision -
Decision Reference DRN-6164171
18 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6164171 The complaint Ms K is complaining about Barclays Bank UK PLC because it declined to refund all of the money she lost as a result of fraud. What happened Ms K was contacted by a scammer impersonating her son who lives overseas. She was told to make multiple cash withdrawals f... (3 pages)View decision -
Decision Reference DRN-5810933
18 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5810933 The complaint Mrs C complains that AXA Insurance UK Plc (‘AXA’) unfairly declined a storm damage claim she made under her property insurance policy. Mrs C is professional represented in bringing this complaint. But for ease of reference, I will refer to any actions taken, o... (3 pages)View decision -
Decision Reference DRN-5834027
18 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5834027 The complaint Ms G complains that Aviva Insurance Limited declined a claim she made under her mobile phone insurance policy. Reference to Aviva includes its claim handling agent. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide... (2 pages)View decision -
Decision Reference DRN-6163380
18 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6163380 The complaint Mr and Mrs K complain that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs K purchased membership of a t... (3 pages)View decision -
Decision Reference DRN-5802805
18 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5802805 The complaint Mr F complains that Aviva Insurance Limited declined a claim he made under his mobile phone insurance policy. Reference to Aviva includes its claim handling agent. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide ... (2 pages)View decision -
Decision Reference DRN-6016258
18 Feb 2026 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6016258 The complaint Mr K complains about Great Lakes Insurance UK Limited’s settlement of a claim he made after a fire at his property. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concentrating on what I ... (4 pages)View decision -
Decision Reference DRN-6054087
18 Feb 2026 Lawton Hathaway Ltd UpheldConsumer CreditDRN-6054087 The complaint Mr B complains Lawton Hathaway Ltd haven’t treated him fairly when trying to collect on his outstanding debt. Having considered all the information about this complaint, I think a compensation payment of £150 to Mr B is a fair outcome. What happened Mr B has sa... (8 pages)View decision