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-5771908
4 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5771908 The complaint Mrs R’s complaint follows a claim she made on her U K Insurance Limited trading as Direct Line (‘UKI’) pet insurance policy. Mrs R says that the terms of the policy were not made sufficiently clear to her when she took out the insurance and that UKI misled her... (2 pages)View decision -
Decision Reference DRN-6060199
4 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6060199 The complaint Mr B complains National Westminster Bank Plc trading as Sainsbury’s Bank (Sainsbury’s) failed to carry out thorough enough financial checks, before it approved a credit card account for him. What happened Mr B says Sainsbury’s approved a credit card account for... (3 pages)View decision -
Decision Reference DRN-5733722
4 Feb 2026 Starr International (Europe) Limited Not upheldInsuranceDRN-5733722 The complaint Mr R has complained that Starr International (Europe) Limited unreasonably refused to accept his claim for the loss of his phone under his mobile phone policy. What happened Mr R noticed his phone was missing on 24 February 2025 and so he made a claim to Starr... (2 pages)View decision -
Decision Reference DRN-5976515
4 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5976515 The complaint Mrs S is unhappy with the decision made by Zurich Insurance Company Ltd (Zurich) following a claim attempted under her livestock insurance policy. Mrs S is being represented by a third party in bringing her complaint to the Financial Ombudsman Service. For eas... (4 pages)View decision -
Decision Reference DRN-5877532
4 Feb 2026 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-5877532 The complaint Ms A thinks her home insurance policy was mis-sold by her broker Arthur J. Gallagher Insurance Brokers Limited (“AG Insurance”) as her policy didn’t provide her with sufficient cover for alternative accommodation (AA). What happened When Ms A made a claim, she ... (2 pages)View decision -
Decision Reference DRN-4715215
4 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4715215 The complaint Mrs F’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 her under Section 140A of the Consumer Cre... (3 pages)View decision -
Decision Reference DRN-6127668
4 Feb 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6127668 The complaint Mr L complains about a car supplied to him using a conditional sale agreement taken out with Stellantis Financial Services UK Limited trading as Vauxhall Finance (“Stellantis”). What happened In January 2020, Mr L acquired a brand-new car using a conditional s... (6 pages)View decision -
Decision Reference DRN-6104284
4 Feb 2026 Santander UK Plc Not upheldMortgagesDRN-6104284 The complaint This complaint is about several buy-to-let (BTL) mortgages Mr and Mrs C hold jointly with Santander UK Plc. They are unhappy that Santander will not consent to removing Mr C from one mortgage and Mrs C from another, which they’d agreed to do as part of their di... (2 pages)View decision -
Decision Reference DRN-6059611
4 Feb 2026 Allianz Insurance Plc Not upheldInsuranceDRN-6059611 The complaint Mr R and Mrs R complain about Allianz Insurance Plc (“Allianz”) and the claim settlement that’s been put forward following a claim they made on the buildings insurance policy paid for, and put in place by, their building landlord and its property managers. Mr R... (4 pages)View decision -
Decision Reference DRN-5938073
4 Feb 2026 Crowdcube Capital Limited Not upheldInvestmentsDRN-5938073 The complaint Mr M complains about a fee Crowdcube Capital Limited introduced when he sold shares that he purchased on the platform. He doesn’t think it is justified in doing this and says it is acting unfairly by charging the fee. What happened In 2016, Mr M purchased shar... (6 pages)View decision