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-6177887
24 Feb 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-6177887 The complaint Mr and Mrs R have complained about Acromas Insurance Company Limited’s service after they claimed on their European Breakdown Cover policy. The policy is provided as a benefit of Mr and Mrs R’s bank account. The breakdown and recovery service itself is provided... (3 pages)View decision -
Decision Reference DRN-5950068
24 Feb 2026 Mattioli Woods Limited UpheldPensions and AnnuitiesDRN-5950068 The complaint Mr H complains that Mattioli Woods Limited (‘MW’) didn’t carry out adequate due diligence on the adviser that introduced his self-invested personal pension (‘SIPP’) business to it. Mr H’s SIPP was originally with a firm that MW later acquired in 2016. MW has t... (20 pages)View decision -
Decision Reference DRN-6147637
24 Feb 2026 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-6147637 The complaint Mr S has complained about the level of service he received when he tried to contact THE CO-OPERATIVE BANK P.L.C. (“Co-op Bank”) to obtain information about his packaged account. What happened Mr S was trying to access details about his travel insurance policy t... (2 pages)View decision -
Decision Reference DRN-5984065
24 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5984065 The complaint Mr D is unhappy that a car supplied to him under a personal contract purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. What happened In September 2023, Mr D was supplied with a used electric car through a personal contrac... (4 pages)View decision -
Decision Reference DRN-5797178
24 Feb 2026 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5797178 The complaint Mr S is unhappy that Kroo Bank Ltd restricted his account and returned disputed funds to the sender. What happened On 28 September 2023 Mr S sold crypto-currency on a peer to peer platform and accepted payment of £520 from the buyer. The buyer later made a cla... (4 pages)View decision -
Decision Reference DRN-6131817
24 Feb 2026 Accelerant Insurance Limited UpheldInsuranceDRN-6131817 The complaint C, a limited company, complains about what Accelerant Insurance Limited did after it made a claim on its business protection insurance policy. What happened C is a car repairing business. In September 2023 there was a fire at its business premises which caused ... (3 pages)View decision -
Decision Reference DRN-5852832
24 Feb 2026 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) UpheldInsuranceDRN-5852832 The complaint Mr D is unhappy with what the Equine and Livestock Insurance Company Limited (ELIC) did after he made a claim on his pet insurance policy. What happened Mr D has pet insurance through ELIC covering his dog (B). In February 2025 he contacted ELIC seeking assista... (3 pages)View decision -
Decision Reference DRN-6171626
24 Feb 2026 Hyundai Capital UK Limited UpheldConsumer CreditDRN-6171626 The complaint Mr G complains that a car acquired under a conditional sale agreement with Hyundai Capital UK Limited trading as Kia Finance (“HCUK”) wasn’t of satisfactory quality when it was supplied to him. He wants to reject the car. What happened Both parties are familia... (6 pages)View decision -
Decision Reference DRN-6124260
24 Feb 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-6124260 The complaint C, a limited company, complains that Zempler Bank Limited (‘Zempler’) won’t refund all the money it lost to an ‘impersonation’ scam. The complaint has been brought by C’s director (‘Mr H’) and referred to us through a firm of solicitors. For simplicity, I’ll ge... (4 pages)View decision -
Decision Reference DRN-6171879
24 Feb 2026 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-6171879 The complaint Mrs A complains that the Royal Bank of Scotland Plc (‘RBS’) acted irresponsibly by continuing to provide her with an overdraft facility she couldn’t sustainably afford. What happened The overdraft was first granted to Mrs A in or around September 2000. I unde... (3 pages)View decision