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-6032021
23 Feb 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6032021 The complaint Mr and Mrs W are unhappy with Accredited Insurance (Europe) Limited’s handling of their home insurance claim following a fire at their property. Mr and Mrs W are joint policyholders. For ease, I mainly refer to Mrs W in my decision, as she referred the complai... (4 pages)View decision -
Decision Reference DRN-6174576
23 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6174576 The complaint Mr and Mrs B are unhappy with Santander UK Plc. Mrs B wanted her son added to her bank account and Santander asked for identification. Mrs B said she provided everything but the account wasn’t updated. Mrs B is also unhappy about being given an email address ... (2 pages)View decision -
Decision Reference DRN-6136823
23 Feb 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-6136823 The complaint Miss W complains that Inclusive Finance Limited trading as Creditspring was irresponsible in its lending to her and that she was not adequately assessed for the credit. What happened Miss W applied for credit with Creditspring and had loans approved as follows:... (4 pages)View decision -
Decision Reference DRN-6174464
23 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6174464 The complaint Miss P complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Miss P says that she was deceived into authorising payments to a payment processor in the belief she was transacting with a ... (6 pages)View decision -
Decision Reference DRN-6171452
23 Feb 2026 Brewin Dolphin Limited UpheldInvestmentsDRN-6171452 The complaint R is represented by her solicitor (‘S’). She says Brewin Dolphin Limited trading as RBC Brewin Dolphin (‘Brewin’) gave her unsuitable advice in 2014 (implemented in 2015) to set up an Absolute Trust (‘AT’), to place it in a Discounted Gift Trust (‘DGT’) and to... (16 pages)View decision -
Decision Reference DRN-6054948
23 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6054948 The complaint Mrs J and Mr J complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2009. Mrs J acquired th... (3 pages)View decision -
Decision Reference DRN-6148192
23 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6148192 The complaint Mr L is unhappy that Bank of Scotland Plc trading as Halifax (‘Halifax’) won’t reimburse him after he was the victim of a scam. What happened In 2022, Mr L met a person, who I will call ‘Mr D’ on a messaging service containing members of a group which trained p... (8 pages)View decision -
Decision Reference DRN-6168270
23 Feb 2026 Uinsure Limited UpheldInsuranceDRN-6168270 The complaint E has complained that Uinsure Limited told its director that it had put its Landlord Insurance policy on hold when it cancelled the direct debit for the premium with its bank despite the fact it had paid the premium in full at the outset. E is represented by M... (4 pages)View decision -
Decision Reference DRN-6173926
23 Feb 2026 Tandem Bank Limited UpheldConsumer CreditDRN-6173926 The complaint Mrs M complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding aga... (12 pages)View decision -
Decision Reference DRN-6022672
23 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6022672 The complaint B complains Santander UK Plc caused it substantial losses and reputational damage when it blocked access to its account and stopped payments. What happened B has a business account with Santander. On 20 June 2025 B sent Santander a form asking it to update the ... (2 pages)View decision