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-6060120
26 Feb 2026 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-6060120 The complaint Miss D’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd ‘C&G’ pet insurance policy which C&G declined. Miss D says C&G treated her unfairly. What happened The details of this complaint are well known... (3 pages)View decision -
Decision Reference DRN-6054782
26 Feb 2026 Everyday Lending Limited UpheldConsumer CreditDRN-6054782 The complaint Mr M complains that Everyday Lending Limited trading as Evlo when they provided him with a personal loan. What happened In December 2025, Mr M was provided with a personal loan by Evlo. The loan was for £12,198 and was repayable over 60 months, with monthly re... (3 pages)View decision -
Decision Reference DRN-5955441
26 Feb 2026 Protector Insurance UK UpheldInsuranceDRN-5955441 The complaint Miss H has complained about Protector Insurance UK’s decision to reject part of a claim she made under a buildings insurance policy. Protector applied its fraud exclusion. What happened Miss H’s apartment was damaged by an escape of water. She made a claim to t... (3 pages)View decision -
Decision Reference DRN-5959465
26 Feb 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5959465 The complaint Mrs E complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t refund the money she lost after falling victim to a scam. What happened In 2020, Mrs E fell victim to an investment scam. Mrs E never received her investment funds back. In 2023,... (4 pages)View decision -
Decision Reference DRN-6016969
26 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6016969 The complaint Mrs E complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In 2020 Mrs E fell victim to an investment scam. Mrs E ... (3 pages)View decision -
Decision Reference DRN-6175196
26 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6175196 The complaint Mr C complains about National Westminster Bank Public Limited Company’s handling of his current account with it. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again in full here. In summary, Mr C has had a £1... (3 pages)View decision -
Decision Reference DRN-6181642
26 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6181642 The complaint Mr and Mrs M are unhappy that Aviva Insurance Limited didn’t accept a claim made under a travel insurance policy (‘the policy’). They’re also unhappy about the way the claim was handled. What happened Mr and Mrs M say when arriving back to a UK airport, they c... (4 pages)View decision -
Decision Reference DRN-6178206
25 Feb 2026 UBS AG UpheldInvestmentsDRN-6178206 The complaint Mr and Mrs W complain failures by UBS AG (“UBS”) in its advice on and its management of funds they held and invested in UBS AG’s Systematic Allocation Portfolio (“SAP”) caused financial loss and they seek redress. Mr and Mrs W point out numerous reviews by UBS ... (9 pages)View decision -
Decision Reference DRN-6133314
25 Feb 2026 Black Horse Limited UpheldConsumer CreditDRN-6133314 The complaint Mrs J complains about the quality of a vehicle that was supplied through a motor finance agreement with Black Horse Limited (BHL). What happened In April 2025, Mrs J acquired a used car through a hire purchase agreement with BHL. The car was around three years ... (4 pages)View decision -
Decision Reference DRN-6181594
25 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-6181594 The complaint Mr M has complained about the way his motor insurer, U K Insurance Limited trading as Churchill (UKI), dealt with a claim he made on his policy. What happened In May 2024, Mr M’s car was damaged while parked in a car park. Initially, he tried to claim for the ... (4 pages)View decision