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 130332 results
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Decision Reference DRN-6032221
4 Mar 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-6032221 The complaint Mr and Mrs C complain about Advantage Insurance Company Limited’s handling of a claim they made under their home insurance policy. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advant... (3 pages)View decision -
Decision Reference DRN-6198591
4 Mar 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6198591 The complaint Mr E complains that Lloyds Bank Plc unfairly blocked his debit card multiple times despite letting them know in advance that he would be making a large purchase. He also says the service he received from Lloyds when he called to have to have the block lifted ca... (4 pages)View decision -
Decision Reference DRN-6197105
4 Mar 2026 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-6197105 The complaint Mr R complains that Frasers Group Financial Services Limited trading as Frasers Plus (Frasers) acted unfairly by increasing his credit limit to a level that he said wasn’t sustainable for him. What happened Around September 2019 Frasers applied a credit limit o... (5 pages)View decision -
Decision Reference DRN-6142728
4 Mar 2026 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6142728 The complaint Mrs G and Mr G have complained about the service received from Great Lakes Insurance UK Limited when making a claim under their travel insurance policy. All references to Great Lakes include its authorised agents. What happened The background to this complaint ... (2 pages)View decision -
Decision Reference DRN-5861369
4 Mar 2026 Epayments Systems Ltd UpheldBanking and PaymentsDRN-5861369 The complaint Mrs C complains that Epayments Systems Ltd withheld her funds and caused delays in returning them to her. What happened The facts which led to Mrs C bringing her complaint to our service are well known to both parties, so I won’t be repeating them in full here... (3 pages)View decision -
Decision Reference DRN-6189095
4 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6189095 The complaint Ms A complains about how NewDay Ltd dealt with her claim for a refund in relation to a kitchen she’d paid for in part on her credit card. What happened The background to this complaint is well known to all parties, so I won’t repeat it at length here. As a sum... (8 pages)View decision -
Decision Reference DRN-6110349
4 Mar 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6110349 The complaint Ms F is unhappy with the way Barclays Bank UK PLC (“Barclays”) handled her claim that: • a hire car merchant took additional card payments in error, and • direct debit payments for car insurance continued after she no longer had the vehicle. She’s also unhapp... (4 pages)View decision -
Decision Reference DRN-6059220
4 Mar 2026 Western Circle Ltd UpheldConsumer CreditDRN-6059220 The complaint Mr B complains that Western Circle Ltd trading as Cashfloat lent to him irresponsibly. What happened Here is a brief table of the lending. Loan Approved Amount Repayments (Rounded) Repaid 1 11 February 2025 £300£62, £124, £124 and £9323 May 2025 2 23 May 2025 £... (5 pages)View decision -
Decision Reference DRN-6172558
4 Mar 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6172558 The complaint Mr N complains about how Admiral Insurance (Gibraltar) Limited handled his claim following a car accident. He says there have been communication issues and avoidable delays to settling the claim. He’s particularly unhappy with the amount of the total loss settl... (7 pages)View decision -
Decision Reference DRN-5700978
4 Mar 2026 Northern Bank Limited UpheldBanking and PaymentsDRN-5700978 The complaint Mr C complains that Northern Bank Limited trading as Danske Bank will not reimburse the funds he lost to a scam. Mr C is professionally represented, but for ease I have only referred to Mr C in this decision. What happened The details of this complaint are well... (3 pages)View decision