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-6179075
2 Apr 2026 Pinnacle Insurance Limited UpheldInsuranceDRN-6179075 The complaint Mr M is unhappy with what Pinnacle Insurance Limited did after he made a claim on his pet insurance policy. What happened In February 2025 Mr M took out a new lifetime pet insurance policy with Pinnacle to cover his dog (C). He retained an existing policy which... (4 pages)View decision -
Decision Reference DRN-6221430
2 Apr 2026 Savvy Loan Products Limited Not upheldConsumer CreditDRN-6221430 The complaint Mr D complains that Savvy Loan Products Limited trading as Tick Tock Loans (“Savvy”) lent to him irresponsibly. What happened Mr D took two loans with Savvy: for £400 in April 2025 and for £300 in June 2025. The monthly instalment repayments over six months wer... (2 pages)View decision -
Decision Reference DRN-5959754
2 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5959754 The complaint Mr L has complained about the way Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) dealt with a claim for money back in relation to a hotel stay he paid for with credit it provided. Mr L is represented by Mrs L who also stayed at the hotel, but as the cred... (5 pages)View decision -
Decision Reference DRN-6043796
2 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6043796 The complaint Ms M complains UK Insurance Limited trading as Direct Line Car Insurance (“UKI”) provided poor customer service and overcharged her when she cancelled her motor insurance policy. What happened In October 2025, Ms M sold her car and contacted UKI to cancel her ... (2 pages)View decision -
Decision Reference DRN-6174201
2 Apr 2026 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-6174201 The complaint Mr S is unhappy with what ARAG Legal Expenses Insurance Company Limited did after he made a claim on his legal expenses insurance policy. What happened Mr S wanted his policy to fund a professional negligence claim against a barrister who had acted for him in a... (4 pages)View decision -
Decision Reference DRN-6233611
2 Apr 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6233611 The complaint X is unhappy about the way MotoNovo Finance Limited (MotoNovo) handled his complaint. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. X entered into a... (2 pages)View decision -
Decision Reference DRN-6165023
2 Apr 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-6165023 The complaint Mr A complains that Marshmallow Insurance Limited avoided (treated it as if it never existed) his motor insurance policy, declined his claim and retained the premiums he had paid. He wants it to remove the voidance and deal with his claim. What happened Mr A m... (3 pages)View decision -
Decision Reference DRN-6220434
2 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6220434 The complaint Mr C complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr C says that he invested in a property development company I’ll call H in this decision. Between De... (3 pages)View decision -
Decision Reference DRN-6194014
2 Apr 2026 BUPA Insurance Limited Not upheldInsuranceDRN-6194014 The complaint Mrs H complains about BUPA Insurance Limited’s (‘Bupa’s) handling of her private medical insurance claim. What happened Mrs H held private medical insurance cover with an insurer (that I’ll call A). In 2023, she underwent eye surgery and this was covered by A.... (3 pages)View decision -
Decision Reference DRN-6201893
2 Apr 2026 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-6201893 The complaint Miss M complains that ARAG Legal Expenses Insurance Company Limited (ARAG) unfairly withdrew cover for a legal expenses insurance claim. What happened Miss M holds a legal expenses insurance policy provided by ARAG. In 2021 she made a claim seeking cover for he... (4 pages)View decision