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-6062223
8 Jan 2026 Scottish Widows Limited UpheldInvestmentsDRN-6062223 The complaint Mrs W complains about the way SCOTTISH WIDOWS LIMITED (SWL) has dealt with withdrawals from an investment bond. She says errors have caused her financial losses and inconvenience due to the time spent trying to resolve the matter. What happened In 2003, an inv... (4 pages)View decision -
Decision Reference DRN-6000266
8 Jan 2026 Allianz Insurance Plc UpheldInsuranceDRN-6000266 The complaint Miss M complains about increases in the premiums for her pet insurance policy with Allianz Insurance Plc trading as Pet Plan. What happened Miss M took out a lifetime pet insurance policy for her dog. The policy was underwritten by Allianz. She bought it online... (3 pages)View decision -
Decision Reference DRN-5729855
8 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5729855 The complaint Miss F complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with loans without properly checking her finances. What happened Miss F was granted two loans, and a summary of her borrowing can be found below. loan... (4 pages)View decision -
Decision Reference DRN-6020601
8 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6020601 The complaint Miss F says MBNA Limited (‘MBNA’), irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards two credit cards. She says her finances, and personal circumstances, were not sufficiently checked before th... (4 pages)View decision -
Decision Reference DRN-5827744
8 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5827744 The complaint Mr M complains how Barclays Bank UK PLC (Barclays) processed an ISA transfer he requested. What happened In late November 2024, Mr M requested with another provider who I’ll refer to as X, to transfer, on maturity, his Barclays cash ISA to a stocks & shares... (3 pages)View decision -
Decision Reference DRN-5776042
8 Jan 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5776042 The complaint Mr P has complained about Domestic & General Insurance Plc because he received marketing calls and a letter from it when he had asked not to be contacted. What happened Mr P, who had been a customer of D&G, had told it he did not want to be contacted b... (2 pages)View decision -
Decision Reference DRN-6048435
8 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6048435 Complaint Mr M complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In May 2024, Mo... (3 pages)View decision -
Decision Reference DRN-5759674
8 Jan 2026 National House-Building Council Not upheldInsuranceDRN-5759674 The complaint Mr T has complained about his building warranty provider National House-Building Council regarding delays which have occurred in repairing his let property. What happened In February 2024 NHBC agreed that the roof at Mr T’s property, and others on the same est... (3 pages)View decision -
Decision Reference DRN-6062134
8 Jan 2026 Kensington Mortgage Company Limited Not upheldMortgagesDRN-6062134 The complaint Mr J’s complaint is about a mortgage he has with Kensington Mortgage Company Limited. He is unhappy with the information that Kensington has reported to credit reference agencies about missed payments. In addition, Mr J is unhappy that Kensington didn’t proacti... (3 pages)View decision -
Decision Reference DRN-5917929
8 Jan 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5917929 The complaint Mr T has complained about Zurich Insurance Company Ltd which provides the buildings insurance for the apartment block in which his home is situated. He feels it handled matters, following a fire at the block, badly which caused him to suffer distress and inconv... (3 pages)View decision