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-6138421
10 Feb 2026 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-6138421 The complaint The estate of Mr N complains that Zurich Assurance Ltd (Zurich) didn’t do enough in 2005 to locate Mr N so it could pay him the benefits from his pension policy. What happened Mr N had a Retirement Annuity Contract policy with Zurich which started on 1 November... (14 pages)View decision -
Decision Reference DRN-5910152
10 Feb 2026 Millennium Insurance Company Limited UpheldInsuranceDRN-5910152 The complaint Mr E complains about the decline of his home emergency claim by Millennium Insurance Company Limited (‘Millenium’). As Millenium have accepted responsibility for agents acting on their behalf, in my decision any reference to Millenium should also be interprete... (2 pages)View decision -
Decision Reference DRN-5947148
10 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5947148 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to him. What happened Mr C was approved for a Barclaycard credit card in July 2016, with a £1,000 credit limit. The credit limit was increased in August 2017 (to £1,500), in Apri... (4 pages)View decision -
Decision Reference DRN-6127718
10 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6127718 The complaint Mr Y complains that Monzo Bank Ltd won’t reimburse him the money he lost to a scam. Mr Y brings his complaint to us with the assistance of a professional representative. For ease I’ll refer to their submissions as being from Mr Y. What happened In mid-2025 Mr Y... (3 pages)View decision -
Decision Reference DRN-6141203
10 Feb 2026 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-6141203 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) won’t refund the money he lost to a romance investment scam. Mr M is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is... (8 pages)View decision -
Decision Reference DRN-6080159
10 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6080159 The complaint Mr A complains PayPal UK Ltd suspended his account, wouldn’t let him take out the money he had there and won’t close the account. What happened PayPal contacted Mr A and asked for proof of his identity. PayPal limited, or suspended, Mr A’s account. Mr A had a... (3 pages)View decision -
Decision Reference DRN-6068343
10 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6068343 The complaint Ms M’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act... (12 pages)View decision -
Decision Reference DRN-5718848
10 Feb 2026 Phoenix Life Limited Not upheldInsuranceDRN-5718848 The complaint Ms L complains she hasn’t been provided with proof of where a cheque from Phoenix Life Limited (Phoenix) was encashed in 2018. Because of this, she believes she is owed the cheque amount of £1,350. I’ve considered all the available evidence and arguments to dec... (2 pages)View decision -
Decision Reference DRN-6052807
10 Feb 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6052807 The complaint Ms C complains that Lendable Ltd trading as Zable irresponsibly lent to her. What happened Ms C was approved for a Zable credit card in September 2022, with a £500 credit limit. Ms C says that Zable irresponsibly lent to her, and she made a complaint to Zable, ... (2 pages)View decision -
Decision Reference DRN-6141145
10 Feb 2026 Evolution Insurance Company Limited Not upheldInsuranceDRN-6141145 The complaint Mr M complains Evolution Insurance Company Limited unfairly declined a claim he made on his Home Care policy. What happened In May 2025 Mr M reported an issue with his boiler to Evolution, he said there was a leak coming from a valve. An engineer attended but ... (3 pages)View decision