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-6035271
10 Feb 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-6035271 The complaint Ms M and Mr T have complained about the amount Royal & Sun Alliance Insurance Limited (“RSA”) offered to settle a claim they made on their home insurance policy. As Mr T has primarily dealt with the matter, I’ll refer to him on behalf of Ms M for ease of r... (2 pages)View decision -
Decision Reference DRN-6023202
10 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6023202 The complaint Mr S complains about the way that NewDay Ltd (‘NewDay’) trading as AO Finance allocated payments to his account which he says has caused him financial loss. What happened Mr S had a rolling credit account with NewDay from which he could purchase goods from a bu... (3 pages)View decision -
Decision Reference DRN-6060255
10 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6060255 The complaint The estate of Mr M complains about TSB Bank plc in that they gave access to Mr M’s accounts when they should not have done, As a result, there has been significant inconvenience and consequences. The complaint is brought by a representative of the estate, a rel... (3 pages)View decision -
Decision Reference DRN-5851145
10 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5851145 The complaint Mrs K is the sole director of a company which I’ll refer to as G. Mrs K complains on G’s behalf that Revolut Ltd is holding G liable for payments which she says were unauthorised. What happened The details of this complaint are well known to both parties. So, r... (2 pages)View decision -
Decision Reference DRN-5996359
10 Feb 2026 MSIG Europe SE Not upheldInsuranceDRN-5996359 The complaint S, a company, complains about a claim it made on its MSIG Europe SE (‘MSIG’) business protection insurance policy, which was declined. S says MSIG treated it unfairly. S’ complaint is brought by Mr B, but I shall refer to all submissions as being S’ own for eas... (3 pages)View decision -
Decision Reference DRN-5955517
10 Feb 2026 Assurant General Insurance Limited UpheldInsuranceDRN-5955517 The complaint Ms H is unhappy with how Assurant General Insurance Limited (Assurant) settled her mobile phone claim. What happened Ms H has a mobile phone insurance policy alongside her bank current account. The policy provides cover for loss, theft, damage and breakdown and... (3 pages)View decision -
Decision Reference DRN-6094320
10 Feb 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6094320 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (VM) recorded a marker against him with Cifas, a fraud prevention agency, in connection with a mortgage application. What happened In February 2024 Mr L applied to VM through a broker for a buy-to-... (2 pages)View decision -
Decision Reference DRN-6055104
10 Feb 2026 Chetwood Financial Limited Not upheldConsumer CreditDRN-6055104 The complaint Mrs C complains that Chetwood Financial Limited trading as BetterBorrow (and referred to in this decision as BetterBorrow) lent to her irresponsibly. She complains BetterBorrow didn’t do enough to check the lending would be affordable for her. Background Bette... (6 pages)View decision -
Decision Reference DRN-6039140
10 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6039140 The complaint C, a limited company, complains that Metro Bank PLC failed to cancel an application for a business account when instructed to. The account was opened and entered its unarranged overdraft, leading to adverse information on C’s credit file. What happened Miss M, ... (3 pages)View decision -
Decision Reference DRN-6014088
10 Feb 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6014088 The complaint Mr and Mrs M complain that Legal and General Assurance Society Limited (L&G) has turned down a claim for terminal illness benefit which Mr M made on a term assurance policy. Mr and Mrs M’s representative brought this complaint on their behalf, but for ease ... (4 pages)View decision