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 130193 results
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Decision Reference DRN-6038812
11 Feb 2026 AmTrust Specialty Limited UpheldInsuranceDRN-6038812 The complaint Mr and Mrs M complain that AmTrust Specialty Limited unfairly declined a claim under their motor legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What hap... (3 pages)View decision -
Decision Reference DRN-4644397
11 Feb 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4644397 The complaint Mr L’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (14 pages)View decision -
Decision Reference DRN-6100945
11 Feb 2026 Watford Insurance Company Europe Limited UpheldInsuranceDRN-6100945 The complaint Mr C complains Watford Insurance Company Europe Limited unfairly declined his claim and cancelled his car insurance policy. What happened Mr C took out a policy with Watford in November 2024. In May 2025, Mr C’s car was damaged in an accident and declared a t... (5 pages)View decision -
Decision Reference DRN-6103394
11 Feb 2026 Frenkel Topping Limited UpheldPensions and AnnuitiesDRN-6103394 The complaint Mr R complains that Frenkel Topping Limited gave him unsuitable advice to transfer the value of benefits he had in an employer’s defined benefit (DB) pension scheme to a self invested personal pension (SIPP). What happened Mr R met with an adviser from Frenkel... (6 pages)View decision -
Decision Reference DRN-6140440
11 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6140440 The complaint Mr C complains about how AXA Insurance PLC dealt with a claim on his motor insurance policy. What happened Mr C’s car was involved in an accident. AXA accepted the claim. Mr C’s car was repaired by its authorised repairer (AR) and returned to him. Mr C notice... (3 pages)View decision -
Decision Reference DRN-6130831
11 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6130831 The complaint Miss B complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. What happened Miss B was approved for a Tesco credit card in November 2022, with a £2,450 credit limit. The credit limit was increased to £4,450 in August 2023, and it w... (4 pages)View decision -
Decision Reference DRN-5966807
11 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5966807 The complaint Miss W complains that Santander UK Plc (Santander) was irresponsible in granting her a personal current account overdraft, as it was unaffordable for her. She also complains that Santander allowed her to retain the overdraft when she was using it to gamble and ... (3 pages)View decision -
Decision Reference DRN-6144661
11 Feb 2026 Allianz Insurance Plc UpheldInsuranceDRN-6144661 The complaint Ms W has complained about her let property insurer Allianz Insurance Plc regarding its handling of and settlement for a claim she made to it when her let property suffered water ingress. What happened Ms W let a property which was tenanted. In November 2022, M... (11 pages)View decision -
Decision Reference DRN-6144555
11 Feb 2026 First Central Underwriting Limited UpheldInsuranceDRN-6144555 The complaint Mrs B and Mr C complain about First Central Underwriting Limited (“FCUL”) and the decision to increase the policy premium following Mr C’s occupation change. Mrs B and Mr C have set out why they believe this decision was unfair and an example of discrimination.... (5 pages)View decision -
Decision Reference DRN-6098568
11 Feb 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6098568 The complaint Mr C complains that Barclays Bank UK PLC was irresponsible in its lending to him. He wants a refund for the money he borrowed. Mr C is represented by a family member but for ease of reference I have referred to Mr C throughout this decision. What happened Mr C ... (5 pages)View decision