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-6028071
25 Feb 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6028071 The complaint Ms B complains about the way Zurich Insurance Company Ltd (‘Zurich’) handled an escape of water claim at her property. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in detail here. Instead, I’ll provid... (6 pages)View decision -
Decision Reference DRN-6172936
25 Feb 2026 Madison CF UK Limited UpheldBanking and PaymentsDRN-6172936 The complaint Mr P has complained about the way Madison CF UK Limited trading as 118 118 Money “118 Money” defaulted his account. What happened The facts in this case are not disputed so I’ll only briefly set them out here. In September 2020, Mr P says he tried to make a pa... (4 pages)View decision -
Decision Reference DRN-5677259
25 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5677259 The complaint A limited company, which I’ll refer to as ‘C’, is unhappy with how National Westminster Bank Public Limited Company (“NatWest”) administered its Bounce Back Loan (“BBL”). C’s complaint is brought to this service by its director, whom I’ll refer to as ‘Ms S’. Wh... (6 pages)View decision -
Decision Reference DRN-6034453
25 Feb 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-6034453 The complaint M, a limited company, complains that Zempler Bank Limited won’t refund the money it lost as the result of a scam. M has been represented in this complaint by its director, Mr M. What happened In March 2025 Mr M received a phone call, claiming to be from Zempler... (4 pages)View decision -
Decision Reference DRN-6171421
25 Feb 2026 AXA PPP Healthcare Limited UpheldInsuranceDRN-6171421 The complaint Mr P has complained that AXA PPP Healthcare Limited failed to cancel a policy he had taken out for the benefit of Mrs P. And that he was assured of his rights to cancel the policy in 2013. What happened Mr P took out a private medical insurance policy in 2013 w... (6 pages)View decision -
Decision Reference DRN-6155630
25 Feb 2026 Zopa Bank Limited UpheldConsumer CreditDRN-6155630 The complaint Miss O complains that Zopa Bank Limited trading as Zopa (Zopa) acted irresponsibly by agreeing to lend to her. What happened Around March 2024 Miss O entered into a Fixed Sum loan agreement with Zopa for £23,000, the purpose of the loan was for debt consolidati... (5 pages)View decision -
Decision Reference DRN-5942004
25 Feb 2026 Puffin Group UK Ltd UpheldInsuranceDRN-5942004 The complaint Mr M’s complaint is about a change in his policy terms that meant his pet was no longer covered for insurance. Mr M says Puffin Group UK Ltd trading as puffininsurance.com (‘Puffin’) treated him unfairly. What happened I issued the parties with my provisional f... (3 pages)View decision -
Decision Reference DRN-6142922
25 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6142922 The complaint Miss H complains about the information given to her about a repayment plan, for her credit card account with NewDay Ltd trading as Marbles. What happened In July 2020, Miss H was given a payment holiday by Marbles for a credit card account she had with them. Th... (4 pages)View decision -
Decision Reference DRN-6073157
25 Feb 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6073157 The complaint Mr M complains about a car supplied to him using a hire purchase agreement taken out with NIIB Group Limited trading as Northridge Finance Limited (“Northridge”). What happened In September 2024, Mr M acquired a used car using a hire purchase agreement with No... (4 pages)View decision -
Decision Reference DRN-6179362
25 Feb 2026 Kroo Bank Ltd UpheldConsumer CreditDRN-6179362 The complaint Mr W’s complaint is that Kroo Bank Ltd irresponsibly provided him with an unaffordable personal loan. What happened Mr W was provided with a loan of £3,500 in August 2024 by Kroo Bank. The loan had a term of 36 months with 35 instalments of around £125 and one ... (4 pages)View decision