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-6058820
7 Jan 2026 Wakam UpheldInsuranceDRN-6058820 The complaint Ms B complains Wakam unfairly declined a pet insurance claim and provided poor customer service. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat eve... (6 pages)View decision -
Decision Reference DRN-5480714
7 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5480714 The complaint Mr C, a sole trader, complains that Barclays Bank UK PLC is wrongly and unfairly holding him personally liable for a bounce back loan (“BBL”) taken out for his limited company, which I’ll refer to as C. What happened Mr C opened a business current account with ... (3 pages)View decision -
Decision Reference DRN-6059401
7 Jan 2026 RAC Insurance Limited Not upheldInsuranceDRN-6059401 The complaint Mr J complains that RAC Insurance Limited turned down his legal expenses claim. Any reference to RAC includes the actions of its agents. What happened In 2023, Mr J contacted RAC to make a claim under his legal expenses cover. He wanted to make a legal claim ... (3 pages)View decision -
Decision Reference DRN-5905378
7 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5905378 The complaint Mr A is unhappy that a transaction was debited twice from his account with Lloyds Bank PLC. What happened Mr A placed a £40 bet in a shop with a company I’ll refer to as L. He paid for this using his Lloyds contactless debit card. He says that after he left the... (2 pages)View decision -
Decision Reference DRN-5775853
7 Jan 2026 Astrenska Insurance Limited Not upheldInsuranceDRN-5775853 The complaint D complains Astrenska Insurance Limited unfairly declined a claim it made on its tools in transit policy. What happened In January 2025, D said tools from its vehicle, a van, had been stolen. It made a claim on its Astrenska policy, but it was declined. Astrens... (2 pages)View decision -
Decision Reference DRN-5870490
7 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5870490 The complaint and background Mr E complains Revolut won’t reimburse over £10,000 that he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. He found that Revolut provided Mr E with a warning during the second payment ... (2 pages)View decision -
Decision Reference DRN-5893496
7 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5893496 Complaint Mr R has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background Capital One provided Mr R with a credit card with an initial limit of £40... (4 pages)View decision -
Decision Reference DRN-5884320
7 Jan 2026 Assurant General Insurance Limited Not upheldInsuranceDRN-5884320 The complaint Mr M is unhappy that Assurant General Insurance Limited (Assurant) has declined to continue a previous claim. He’s also unhappy that it said a new claim must be made and so another excess would apply. What happened Mr M has a mobile phone insurance policy along... (3 pages)View decision -
Decision Reference DRN-6046195
7 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6046195 Complaint Miss N has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says the credit card was unaffordable because of its large credit limit and so shouldn’t have been provided to her. Background Vanquis provided Miss N with a credit car... (3 pages)View decision -
Decision Reference DRN-5985705
7 Jan 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5985705 Complaint Mr R has complained about a credit card Jaja Finance Ltd (trading as “Asda Money” Select Credit Card) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In July 2022, Asda Money pro... (3 pages)View decision