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-6175448
27 Feb 2026 First Central Underwriting Limited UpheldInsuranceDRN-6175448 The complaint Miss R complains that First Central Underwriting Limited dealt with her unfairly after she claimed on her motor insurance policy. In particular she said it unreasonably pursued her for funds after her policy was cancelled. What happened Miss R insured her car w... (3 pages)View decision -
Decision Reference DRN-6099854
27 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6099854 The complaint Mrs R, who is represented, complains that Santander UK Plc won’t reimburse money she 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-early 2019, Mrs R was int... (4 pages)View decision -
Decision Reference DRN-6184696
27 Feb 2026 AmTrust Specialty Limited UpheldInsuranceDRN-6184696 The complaint Mr D and Mrs D are unhappy with how AmTrust Specialty Limited dealt with a claim under a legal expenses insurance policy. Mr D has dealt with the claim and complaint so for ease, I will refer to him below. Any references to AmTrust are also intended to refer to... (5 pages)View decision -
Decision Reference DRN-6182140
27 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6182140 The complaint Mr M complains about Monzo Bank Ltd’s requirements in relation to identification verification and data processing. He’s unhappy that Monzo requires him to confirm his identity by video and that it won’t accede to his objection to retention of videos he’s previo... (6 pages)View decision -
Decision Reference DRN-5986789
27 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5986789 The complaint Mr K and Mrs K are unhappy Barclays Bank UK PLC has closed their account and says the poor service provided delayed the reclaim process. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points... (4 pages)View decision -
Decision Reference DRN-6100870
27 Feb 2026 Howserv Limited UpheldInsuranceDRN-6100870 The complaint Mr and Mrs D have complained that Howserv Limited restricted their cover on two travel insurance policies after they updated their health information. What happened Mr and Mrs D purchased an annual Europe-wide policy (policy 1) in June 2024 and then a single t... (3 pages)View decision -
Decision Reference DRN-6112421
27 Feb 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6112421 The complaint Mr P complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost when he was the victim of a scam. What happened In February 2024, Mr P came across an advert for an investment company on a social media website. He followed a lin... (3 pages)View decision -
Decision Reference DRN-5775906
27 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5775906 The complaint Mr B complained that the charges imposed at the end of his car finance agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“BMWFS”) were unfair. What happened Mr B acquired a used Mercedes using a hire purchase agreement w... (3 pages)View decision -
Decision Reference DRN-6091968
26 Feb 2026 Marsh Finance Limited UpheldConsumer CreditDRN-6091968 The complaint Mr S complains about the quality of car supplied to him on finance by Marsh Finance Limited (‘MF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving dispu... (4 pages)View decision -
Decision Reference DRN-6094402
26 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6094402 The complaint Miss M complains that Santander UK Plc (Santander) won’t refund the money she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In summary, Miss M fell victim to an i... (4 pages)View decision