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-6051067
3 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6051067 The complaint Miss M complains that Barclays Bank UK PLC trading as Tesco Bank lent to her irresponsibly. What happened Miss M applied for and was given two credit cards by Tesco. The opening credit limits and subsequent credit limit increases / decreases (CLI / CLD) were as... (5 pages)View decision -
Decision Reference DRN-6058388
3 Feb 2026 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6058388 The complaint Mr and Mrs T complain because Great Lakes Insurance UK Limited (‘Great Lakes’) hasn’t paid a claim for a cancelled holiday under their travel insurance policy. All references to Great Lakes include the agents appointed to handle claims and complaints on its beh... (3 pages)View decision -
Decision Reference DRN-6122650
3 Feb 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6122650 The complaint Mr F complains about the level of service he received from Santander Consumer (UK) Plc, trading as Volvo Car Financial Services (“Santander”) when he returned a car at the end of his hire agreement. What happened Mr F entered into a hire agreement in June 2021.... (4 pages)View decision -
Decision Reference DRN-5728911
3 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5728911 The complaint The estate of the late Mr S has complained that Barclays Bank UK PLC have refused to refund transactions they said Mr S didn’t authorise. Mr S’s daughter, Mrs S, is representing the estate and has been the point of contact throughout. What happened The late M... (4 pages)View decision -
Decision Reference DRN-6057827
3 Feb 2026 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-6057827 The complaint Mr B complains that Financial & Legal Insurance Company Ltd (F&L) only partially paid out a claim on his motor warranty. What happened Mr B has a motor warranty policy with F&L. I was sorry to hear that Mr B had a clutch failure. He raised a claim w... (3 pages)View decision -
Decision Reference DRN-5816318
3 Feb 2026 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5816318 The complaint Ms J complains about deductions made by Red Sands Insurance Company (Europe) Limited from a claim on her pet insurance policy. What happened Ms J went to the emergency vet as her cat had diarrhoea. The vet gave some treatment and advised her to see her usual ve... (2 pages)View decision -
Decision Reference DRN-6113390
3 Feb 2026 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6113390 The complaint Mr and Mrs S complain about how Great Lakes Insurance UK Limited handled an emergency medical assistance claim under their travel insurance policy. All references to Great Lakes include the agents appointed to handle claims and complaints on its behalf. What ha... (7 pages)View decision -
Decision Reference DRN-5791536
3 Feb 2026 Bamboo Limited Not upheldConsumer CreditDRN-5791536 The complaint Mrs P complains that Bamboo Limited trading as Bamboo Loans (‘Bamboo’) was irresponsible in its lending to her. She wants the interest on her loans refunded. What happened Mrs P was provided with the following loans by Bamboo. LoanDate Amount Term Monthly rep... (5 pages)View decision -
Decision Reference DRN-5907029
3 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5907029 The complaint Mr A complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reaso... (2 pages)View decision -
Decision Reference DRN-5797349
3 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5797349 The complaint Mr B complains that Santander UK Plc won’t reimburse funds he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2018, Mr B was told about an investment opportunity b... (4 pages)View decision