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 401363 results
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Decision Reference DRN-6003864
9 Apr 2026 British Friendly Society Limited Not upheldInsuranceDRN-6003864 The complaint Mr H is unhappy with the way British Friendly Society Limited handled a claim made under his income protection policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on g... (2 pages)View decision -
Decision Reference DRN-6045141
9 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6045141 The complaint Miss K complains that Capital One (Europe) plc unfairly defaulted her credit card account. What happened Miss K held a credit card with Capital One. Across 2025, several repayments were missed; multiple repayment plans were agreed to address the arrears, but a... (2 pages)View decision -
Decision Reference DRN-5822486
9 Apr 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-5822486 The complaint Mr M is a sole trader, trading as D. D complains that Zempler Bank Limited has declined to reimburse payments made in relation to a scam. What happened In May 2025, the additional cardholder on D’s account received a call from a scammer who told them the accoun... (3 pages)View decision -
Decision Reference DRN-6240820
9 Apr 2026 Assurant General Insurance Limited Not upheldInsuranceDRN-6240820 The complaint Mr H is unhappy with what Assurant General Insurance Limited did after he made a claim on his mobile phone insurance policy. What happened In August 2025 Mr H acquired a new mobile phone. He took out insurance with Assurant. He made a loss claim because he’d le... (2 pages)View decision -
Decision Reference DRN-6242027
9 Apr 2026 AWP P&C S.A. Not upheldInsuranceDRN-6242027 The complaint Mr and Mrs L complain because AWP P&C SA hasn’t paid a claim for an unused excursion under their travel insurance policy. All references to AWP include the agents appointed to handle claims on its behalf. What happened Mr and Mrs L are insured under a trave... (2 pages)View decision -
Decision Reference DRN-6088639
9 Apr 2026 Great Lakes Insurance SE UpheldInsuranceDRN-6088639 The complaint Ms G is unhappy with what Great Lakes Insurance SE did after she made a claim on her pet insurance policy. What happened Ms G claimed on her policy for costs incurred in treating her cat (T) for cat flu and associated dental treatment. Great Lakes said T had sh... (3 pages)View decision -
Decision Reference DRN-6200270
9 Apr 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6200270 Complaint Mr S complains that Moneybarn No.1 Limited (“Moneybarn”) failed to act fairly and reasonably towards him when entering into a conditional sale agreement with him. He’s said that that Moneybarn failed to disclose the commission that it paid to the credit broker tha... (3 pages)View decision -
Decision Reference DRN-6148438
9 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6148438 The complaint Mrs D is unhappy with a disputed transaction totalling £129.60 on her PayPal UK Ltd account. What happened The facts of this case are well known to both Mrs D and PayPal so I will only briefly summarise them here. A payment totalling £129.60 debited Mrs D’s ... (3 pages)View decision -
Decision Reference DRN-6126673
9 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6126673 The complaint Mr C complains that Bank of Scotland plc didn’t close an inactive account, which he says has affected his credit score. What happened Mr C had a current account with BoS that was still appearing on his credit report, even though he hadn’t used the account sinc... (3 pages)View decision -
Decision Reference DRN-6255340
9 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6255340 The complaint Mr B complains about U K Insurance Limited’s decision not to offer cover for his Motability scheme vehicle. What happened Mr B leases a vehicle under the Motability scheme. He had insurance underwritten by UKI to cover himself and another named driver. After ca... (2 pages)View decision