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-6253065
1 Apr 2026 PDL Finance Limited Not upheldConsumer CreditDRN-6253065 The complaint Mr H complains PDL Finance trading as Mr Lender irresponsibly lent to him. What happened PDL Finance provided Mr H with two loans as follows: Loan Number Date of Sale Loan Amount Largest Monthly Repayment Number of Instalments (months) Total amount repayable ... (6 pages)View decision -
Decision Reference DRN-5892742
1 Apr 2026 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5892742 The complaint Miss T complains about Aioi Nissay Dowa Insurance UK Limited (“ANDI”) and the settlement paid to her following the claim she made on her Guaranteed Asset Protection (“GAP”) insurance policy. Miss T also complains about the service she received, including the mi... (4 pages)View decision -
Decision Reference DRN-6238464
1 Apr 2026 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-6238464 The complaint Mr W complains Scottish Friendly Assurance Society Limited (Scottish Friendly) declined the claim he made under his income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised e... (3 pages)View decision -
Decision Reference DRN-6212214
1 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6212214 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly. What happened Mr M opened a credit card with Barclaycard. The credit limits agreed were as follows: Date Event Limit December 2016 Opening limit £5,000October 2018Credit... (3 pages)View decision -
Decision Reference DRN-6042626
1 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6042626 The complaint Mr A complains about the advice he received from American Express Services Europe Limited (AESEL) when he changed his existing credit card to an Avios earning card. What happened Mr A held an American Express Vitality Cashback Card. On 3 January 2025 Mr A calle... (3 pages)View decision -
Decision Reference DRN-5945091
1 Apr 2026 Saga Services Limited Not upheldInsuranceDRN-5945091 The complaint Mrs B complains about the assistance Saga Services Limited (Saga) provided when she was looking to make a claim under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. ... (3 pages)View decision -
Decision Reference DRN-5795508
1 Apr 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5795508 The complaint M, a limited company, complains that Wise Payments Limited (“Wise”) won’t refund the money it lost to a scam. The complaint has been brought by M’s director (I’ll refer to as “Miss N”) and through a representative. For simplicity, I’ll generally refer to M and... (3 pages)View decision -
Decision Reference DRN-6264688
1 Apr 2026 First Central Underwriting Limited Not upheldInsuranceDRN-6264688 The complaint Mr P complains First Central Underwriting Limited (First Central) hasn’t treated him fairly when assessing his claim on a motor insurance policy. What happened Mr P was involved in an accident with a third party in July 2025. He contacted First Central to make... (3 pages)View decision -
Decision Reference DRN-6259762
1 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6259762 The complaint K a business, represented by Mr P complains that Aviva Insurance Limited unfairly declined a claim made on its commercial property insurance policy. Reference to Aviva includes its agents. And, for ease of reading, I’ll refer simply to K throughout this decisio... (3 pages)View decision -
Decision Reference DRN-5992777
1 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5992777 The complaint Miss M complains that National Westminster Bank Public Limited Company (“NatWest”) returned funds to her account after she had made three payments and which gave her the impression she had more money in her account than she actually did. Miss M went on to use t... (3 pages)View decision