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 400694 results
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Decision Reference DRN-6239129
2 Apr 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-6239129 The complaint Mrs M complains about the settlement Domestic & General Insurance Plc (“D&G”) has offered in relation to her appliance insurance claim. What happened In October 2025, Mrs M made a claim under her appliance insurance policy with D&G after her oven de... (3 pages)View decision -
Decision Reference DRN-6213205
2 Apr 2026 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-6213205 The complaint Mr B complains about the delays in setting up his annuity with Aviva Life & Pensions UK Limited. What happened Mr B held four pension policies with Aviva and wanted to simplify his situation before his retirement date by consolidating his plans into one po... (5 pages)View decision -
Decision Reference DRN-6173830
2 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6173830 The complaint Miss G and Mr S complain Starling Bank Limited won’t refund the money they lost when Mr S fell victim to a scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all here, I’ve summarised the events key to m... (3 pages)View decision -
Decision Reference DRN-6046873
2 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6046873 The complaint Mr O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) failed to accept a revised repayment arrangement, when he was struggling with his loan repayments across two loans. What happened Mr O holds two loan accounts with NatWest. In Janua... (3 pages)View decision -
Decision Reference DRN-6261237
2 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6261237 The complaint Mrs S is unhappy that Santander UK Plc (Santander) won’t reimburse money she lost to a scam. What happened The background to this complaint is known to both parties, so I won’t repeat everything here. In February 2026, Mrs S sadly fell victim to an impersonat... (3 pages)View decision -
Decision Reference DRN-6270613
2 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6270613 The complaint Mr A complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Personal Finance (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 1974 (... (13 pages)View decision -
Decision Reference DRN-5873738
2 Apr 2026 Astrenska Insurance Limited Not upheldInsuranceDRN-5873738 The complaint Mr T has complained that Astrenska Insurance Limited trading as Collinson Insurance unreasonably refused to pay his claim under his gadget insurance, cancelled his policy and returned his premium paid. What happened Mr T took out gadget insurance with Astrensk... (4 pages)View decision -
Decision Reference DRN-5910759
2 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5910759 The complaint Mr M has complained about Santander UK Plc declining a claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving disputes quickly with... (3 pages)View decision -
Decision Reference DRN-6224816
2 Apr 2026 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-6224816 The complaint Mr G complains about how ZILCH TECHNOLOGY LIMITED trading as Zilch (‘Z’) responded to his debt solution. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving ... (3 pages)View decision -
Decision Reference DRN-6107130
2 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6107130 The complaint Mr and Mrs M complain that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs M have a joint account with Barclays from which the payments I am being asked to consider were m... (3 pages)View decision