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-6115823
3 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-6115823 The complaint Mr E has complained about U K Insurance Limited’s (UKI) service following a claim he made on his motor insurance policy. Amongst other things he says it provided a poor service, made mistakes leading to delays in settling his claim, and failed to make promised ... (2 pages)View decision -
Decision Reference DRN-6052733
3 Feb 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-6052733 The complaint Mr J complains that HSBC UK Bank Plc trading as HSBC issued him a final demand for his loan even though he had a payment arrangement in place and HSBC had told him that a final demand wouldn’t be issued if he maintained his payments. What happened Mr J was prov... (3 pages)View decision -
Decision Reference DRN-5924647
3 Feb 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5924647 The complaint Mrs R is unhappy that AXA PPP Healthcare Limited (AXA) mis-sold her a private medical insurance policy. What happened In November 2019, Mrs R took out a private medical insurance policy, which is underwritten by AXA. In November 2023, the policy was due for ren... (4 pages)View decision -
Decision Reference DRN-6070788
3 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6070788 The complaint Mr I complains that Revolut Ltd won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (2 pages)View decision -
Decision Reference DRN-6009965
3 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6009965 The complaint Mr H has complained about Nationwide Building Society. He isn’t happy about the way it dealt with an ISA transfer request to another bank and the poor service he received. What happened Mr H made a request to transfer an ISA to a different bank. But when the tr... (2 pages)View decision -
Decision Reference DRN-6114480
3 Feb 2026 Lex Autolease Ltd Not upheldConsumer CreditDRN-6114480 The complaint Ms A is unhappy with the amount that Lex Autolease Ltd (who I’ll call Lex) asked her to pay after her vehicle was deemed a total loss. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview ... (2 pages)View decision -
Decision Reference DRN-5944410
3 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5944410 The complaint Mr H complains about poor service he received from staff of Santander UK Plc, within a telephone call, and face-to-face in a branch. What happened In June 2025 Mr H noticed a debit transaction that he was not expecting from his Santander bank account to a merc... (2 pages)View decision -
Decision Reference DRN-6121055
3 Feb 2026 esure Insurance Limited Not upheldInsuranceDRN-6121055 The complaint Mr M complained because esure Insurance Limited voided his buildings insurance policy and declined his claim for fire damage. What happened Mr M took out a buildings insurance policy with esure through a comparison website. A few months later he claimed for fi... (4 pages)View decision -
Decision Reference DRN-6039974
3 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6039974 The complaint Mr B complains Barclays Bank UK PLC didn’t do enough to support him when he was gambling excessively. What happened Mr B experienced a mental health crisis and began to gamble compulsively. Mr B spoke to Barclays, and it added a gambling block to his card, on... (3 pages)View decision -
Decision Reference DRN-5955008
3 Feb 2026 Allianz Global Corporate & Specialty SE Not upheldInsuranceDRN-5955008 The complaint Mr J and Ms L complain about Allianz Global Corporate & Specialist SE (“AGC”) and the decision to decline the claim they made on their Sailing Boat Cover (“SBC”) insurance policy. Mr J has acted as the main representative during the claim and complaint proc... (3 pages)View decision