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-6015192
3 Mar 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6015192 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited’s service after he claimed for the theft of his car on his motor insurance policy. In particular Mr C is concerned that Admiral undervalued his car and wouldn’t let him buy it back once the police recov... (3 pages)View decision -
Decision Reference DRN-5918688
3 Mar 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5918688 The complaint Miss O complains that Lloyds Bank PLC provided her with poor service when she was trying to access funds. What happened Miss O holds a current account with Lloyds. Previously, the account had an arranged overdraft; now, though, that facility has been removed a... (4 pages)View decision -
Decision Reference DRN-5872344
3 Mar 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-5872344 The complaint Mr D complains Domestic & General Insurance Plc (“D&G”) handled a claim made on his appliance protection policy unfairly. What happened The circumstances of this complaint are well known to both parties. And as the Investigator detailed what happened in... (2 pages)View decision -
Decision Reference DRN-5817785
3 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-5817785 The complaint Mr K complains that NewDay Ltd won’t refund disputed transactions made from his account. He’s also unhappy with the service they provided. What happened Mr K had two credit cards with NewDay. Mr K phoned NewDay regarding an issue he had with being charged inter... (2 pages)View decision -
Decision Reference DRN-5801777
3 Mar 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5801777 The complaint Mr I complains that Barclays Bank UK PLC (‘Barclays’) withheld his funds following a payment he received and returned to the remitter. Mr I adds that Barclays’ actions caused him trouble and upset and had a significant financial impact on him. What happened Mr... (4 pages)View decision -
Decision Reference DRN-6064891
3 Mar 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6064891 The complaint Mr B complains about the way Zurich Insurance Company Ltd (‘Zurich’) handled a claim he made on his motor insurance policy. What happened Mr B was involved in a non-fault accident in 2024. He reported the accident to Zurich, who reviewed the damage caused and ... (4 pages)View decision -
Decision Reference DRN-6184562
3 Mar 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6184562 The complaint Mr and Mrs F complain because Admiral Insurance (Gibraltar) Limited only paid part of a cancellation claim under their travel insurance policy. What happened Mr and Mrs F held an annual travel insurance policy, provided by Admiral. When Mr F made a claim under ... (3 pages)View decision -
Decision Reference DRN-6148186
3 Mar 2026 Cynergy Bank Plc UpheldBanking and PaymentsDRN-6148186 The complaint Mr & Miss M complained that Cynergy Bank Plc didn’t provide accurate information when enquiring how to make a payment into their new Online Easy Access account. As Mr M was the complainant, I will refer to just him throughout my decision for ease of reading... (2 pages)View decision -
Decision Reference DRN-6195111
3 Mar 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6195111 The complaint Mr F complains Starling Bank Limited (“Starling”) declined to refund him the total amount he lost when he fell victim to a visa scam. Mr F wants Starling to refund him the remainder of his loss plus interest. He also wants Starling to pay him compensation amoun... (6 pages)View decision -
Decision Reference DRN-5977214
3 Mar 2026 Origen Financial Services Limited UpheldPensions and AnnuitiesDRN-5977214 The complaint Mr A complains that Origen Financial Services Limited (Origen) charged him more than was agreed for providing him with its ongoing advice service. What happened Mr A received financial advice from Origen in April 2024 regarding the transfer of a defined benefit... (3 pages)View decision