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-6057997
6 Feb 2026 QIC Europe Ltd Not upheldInsuranceDRN-6057997 The complaint Mr K is unhappy with what QIC Europe Ltd did after he made a claim on his legal expenses insurance policy. What happened In 2024 Mr K sought assistance from his policy with a claim relating to a kitchen installation. After obtaining further information about th... (4 pages)View decision -
Decision Reference DRN-5958172
6 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5958172 The complaint Mr H complains that Oakbrook Finance Limited irresponsibly lent to him. Mr H also says when he fell behind on his payments, Oakbrook didn’t offer support. What happened Oakbrook lent Mr H one loan in August 2021. The loan was for £2,000 with 12 monthly repayme... (3 pages)View decision -
Decision Reference DRN-5940813
6 Feb 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5940813 The complaint Mrs W complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out sufficient affordability checks. What happened Mrs W was granted a running credit facility in November 2024.This facility initially had a £2,000 c... (3 pages)View decision -
Decision Reference DRN-5975329
6 Feb 2026 Assicurazioni Generali S.p.A Not upheldInsuranceDRN-5975329 The complaint L, a limited company, complains about what Assicurazioni Generali S.p.A did after it made a claim on its business protection insurance policy. L is represented by its director, Mr S. What happened In April 2024 L informed Generali via its broker that it’s regul... (4 pages)View decision -
Decision Reference DRN-6068057
6 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6068057 The complaint Mr F complains that Oakbrook Finance Limited irresponsibly lent to him. Mr F says sufficient checks weren’t completed and Oakbrook lent when it shouldn’t have. What happened Oakbrook provided Mr F with two loans. The first loan for £1,500 was taken in December... (3 pages)View decision -
Decision Reference DRN-5988669
6 Feb 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-5988669 The complaint Mr B complains about Madison CF UK Limited trading as 118 118 Money’s decision to lend. Mr B says the lending was irresponsible. Mr B is also unhappy with how 118 118 Money dealt with him when he struggled to keep up with the repayments of his loan. What happe... (3 pages)View decision -
Decision Reference DRN-6076339
6 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6076339 The complaint Mrs B complains that an account she had with Lloyds Bank PLC didn’t provide her with interest and that she wasn’t made aware of other products that were more suitable for her. Mrs B is represented in bringing this complaint, but for ease of reading I’ll refer t... (4 pages)View decision -
Decision Reference DRN-6099085
6 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6099085 The complaint Miss C is a sole trader. She complains that National Westminster Bank Public Limited Company unfairly removed her business overdraft and put her bounce back loan (“BBL”) into default. What happened The bank has told us: • Miss C had a business overdraft facilit... (4 pages)View decision -
Decision Reference DRN-5794097
6 Feb 2026 Wakam Not upheldInsuranceDRN-5794097 The complaint Ms K complains about the price quoted by Wakam to renew her pet insurance policy. What happened Ms K received a quote to renew her policy which she says was significantly higher than what she’d paid the previous year. Ms K complained about the price increase a... (3 pages)View decision -
Decision Reference DRN-5877170
6 Feb 2026 Allianz Insurance Plc Not upheldInsuranceDRN-5877170 The complaint Mrs M complains that Allianz Insurance Plc declined a claim on her pet insurance policy. What happened Mrs M took out pet insurance for her dog. The policy was underwritten by Allianz. When taking out the policy, she explained that her dog had previously had an... (3 pages)View decision