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
-
Decision Reference DRN-6004518
6 Feb 2026 COVERSURE INSURANCE SERVICES (YORKS) LIMITED UpheldInsuranceDRN-6004518 The complaint Mr W, trading as a business I’ve referred to as R, complains about the sale of his commercial insurance policy by COVERSURE INSURANCE SERVICES (YORKS) LIMITED. What happened The following is intended only as a summary of the events leading to this point. R oper... (3 pages)View decision -
Decision Reference DRN-6134552
6 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6134552 The complaint Mr A on behalf of S complains about how a claim was handled by Aviva Insurance Limited. This includes delays, communications and repairs. Throughout the claim and complaint process, Mr A has represented S. In this decision, any reference to Mr A should be taken... (5 pages)View decision -
Decision Reference DRN-6134436
6 Feb 2026 Tandem Bank Limited UpheldConsumer CreditDRN-6134436 The complaint Mr H complaint is, in essence, that Tandem Bank Limited 1 (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 (as amended) (the ‘CCA’) and (2) deciding ag... (13 pages)View decision -
Decision Reference DRN-5926374
6 Feb 2026 Premierline Limited UpheldInsuranceDRN-5926374 The complaint A limited company, which I will refer to as H, complains about the sale of its commercial insurance policy by Premierline Limited. H says that failures in the process left it unable to recover the full loss it sustained due to the COVID-19 pandemic. What happen... (4 pages)View decision -
Decision Reference DRN-5926273
6 Feb 2026 Premierline Limited UpheldInsuranceDRN-5926273 The complaint A limited company, which I will refer to as L, complains about the sale of its commercial insurance policy by Premierline Limited. L says that failures in the process left it unable to recover the full loss it sustained due to the COVID-19 pandemic. What happen... (4 pages)View decision -
Decision Reference DRN-6059807
6 Feb 2026 Aviva Protection UK Limited UpheldInsuranceDRN-6059807 The complaint Mrs B complains about how Aviva Protection UK Limited (‘Aviva’) calculated claim payments under her income protection insurance policy. Mrs B’s complaint has been brought to us by her representative. All references to Mrs B’s submissions include those of her re... (3 pages)View decision -
Decision Reference DRN-5539101
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5539101 The complaint Mr M complains Santander UK PLC (“Santander”) refuses to refund him for transactions on his account he says were unauthorised. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr M compla... (2 pages)View decision -
Decision Reference DRN-6056021
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6056021 The complaint Mr L complains about the service received by Santander UK Plc (“Santander”) since 2023. In particular, Mr L says he’s had issues obtaining a debit card and that Santander failed to process cheque payments. Mr L believes the poor service received is as a result ... (4 pages)View decision -
Decision Reference DRN-6130058
6 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6130058 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner 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... (12 pages)View decision -
Decision Reference DRN-5920419
6 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5920419 The complaint Miss M complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss M was approved for an Aqua credit card in September 2023, with a £900 credit limit. Miss M says that this was irresponsibly lent to her. Miss M made a complaint to Aq... (2 pages)View decision