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 392389 results
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Decision Reference DRN-6117160
10 Feb 2026 First Central Underwriting Limited UpheldInsuranceDRN-6117160 The complaint Mr C complains about the way First Central Underwriting Limited (First Central) offered to settle the claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised eve... (4 pages)View decision -
Decision Reference DRN-6019038
10 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6019038 The complaint Ms S complains that Lloyds Bank PLC provided her with an overdraft which was unaffordable. She’s represented in her complaint but, for ease, I’ve written as if we’ve dealt with her directly throughout. What happened As set out in our earlier jurisdiction decis... (3 pages)View decision -
Decision Reference DRN-6136958
10 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6136958 The complaint Mr E is unhappy with: • the details given when collecting premiums by direct debit from his back account in connection with private medical insurance, underwritten by Aviva Insurance Limited. • the form of policy numbers. Mr E is concerned that this invalidat... (2 pages)View decision -
Decision Reference DRN-6048322
10 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6048322 The complaint Mr S complains that J.P. Morgan Europe Limited trading as Chase failed to support him with his gambling addiction. What happened On 29 September 2025, Mr S contacted Chase through its chat facility to complain he’d lost several thousands of pounds from gambling... (4 pages)View decision -
Decision Reference DRN-5833810
10 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5833810 The complaint Mr M is unhappy Santander UK Plc (‘Santander’) won’t reimburse him the money he lost when he fell victim to a scam. What happened The details of this case have been clearly set out by our Investigator. As such, the facts are well-known to both parties, so I do... (3 pages)View decision -
Decision Reference DRN-5958437
10 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5958437 The complaint Mr P has complained about how Clydesdale Bank Plc trading as Virgin Money (Virgin Money) handled his claim for money back in relation to a transaction made on his credit card. What happened In January 2024, Mr P made a payment of £450.00 to a travel agent as a... (4 pages)View decision -
Decision Reference DRN-5890507
10 Feb 2026 CIGNA Life Insurance Company of Europe SA-NV Not upheldInsuranceDRN-5890507 The complaint Mr A is unhappy that CIGNA Life Insurance Company of Europe SA-NV hasn’t settled a claim made on his ‘silver’ international medical insurance policy (‘the policy’) in full. What happened The details of this complaint are well known to both parties, so I won’t ... (2 pages)View decision -
Decision Reference DRN-6139574
10 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6139574 The complaint Mr M and Mrs P complain that INTACT INSURANCE UK LIMITED imposed restrictive terms for their solicitor’s costs to pursue a claim under their legal expenses insurance policy. Where I refer to INTACT, this includes the actions of its agents and claims handlers f... (3 pages)View decision -
Decision Reference DRN-5895545
10 Feb 2026 CIGNA Life Insurance Company of Europe SA-NV Not upheldInsuranceDRN-5895545 The complaint Mr A is unhappy that CIGNA Life Insurance Company of Europe SA-NV mis-sold him a ‘silver’ international medical insurance policy (‘the policy’). What happened The policy was sold to Mr A in 2015. In 2024, Mr A required treatment and subsequently claimed on the... (3 pages)View decision -
Decision Reference DRN-5943076
10 Feb 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-5943076 The complaint Mr E is unhappy at the information provided by Barclays Bank UK PLC about interest charged and paid on his and Mrs E’s mortgage account. Mr E is also dissatisfied at the level of compensation Barclays has offered for distress and inconvenience. What happened I... (2 pages)View decision