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-5941306
3 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5941306 The complaint Mr A, who brings his complaint with the assistance of a representative, is unhappy that Barclays Bank UK Plc won’t reimburse money he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them brie... (3 pages)View decision -
Decision Reference DRN-5910070
3 Feb 2026 Barclays Bank Plc UpheldInvestmentsDRN-5910070 The complaint Mr H complains about Barclays Bank Plc (Barclays). He says it delayed his transfer of a stocks and shares individual savings account (ISA) to it from a third party. He would like Barclays to pay compensation for his investment losses and make a payment for dist... (3 pages)View decision -
Decision Reference DRN-6118298
3 Feb 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-6118298 The complaint Miss R complains that Great Lakes Insurance UK Limited unfairly declined a claim on her pet insurance policy by relying on a term excluding pre-existing conditions. She wants Great Lakes to pay her claim for the vet consultations and treatment her dog received ... (6 pages)View decision -
Decision Reference DRN-5849223
3 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5849223 The complaint Mr S complains about U K Insurance Limited (UKI) assigning 100% liability for an accident in which he was involved, which Mr S says should be 50/50% split of liability. Mr S wanted to pursue the matter in court, using the legal cover section of his policy, but ... (3 pages)View decision -
Decision Reference DRN-6125734
3 Feb 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6125734 The complaint Mr S has complained that N.I.I.B Group Limited (“Northridge”) acted irresponsibly when it provided him with car finance in January 2022. What happened Mr S took out a hire purchase agreement with Northridge to finance a car in January 2022. The agreement was f... (5 pages)View decision -
Decision Reference DRN-5870815
3 Feb 2026 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5870815 The complaint Mr W is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In November 2023, Mr W applied for a loan with CCB. They lent him £5,000 over a five-year term, ... (4 pages)View decision -
Decision Reference DRN-5947683
3 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5947683 The complaint Mrs A complains that Santander UK Plc (Santander) lent to her irresponsibly when it increased the credit limit on her credit card. She has also raised concerns about forbearance measures taken, particularly when she asked for the interest to be frozen in Octobe... (4 pages)View decision -
Decision Reference DRN-5972415
3 Feb 2026 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5972415 The complaint Miss K complains that she’s unable to access her virtual credit card account with Zilch Technology Limited due to a system update. What happened Miss K holds a virtual credit card account with Zilch. In May 2025 Miss K contacted Zilch because she was unable to ... (2 pages)View decision -
Decision Reference DRN-5982504
3 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5982504 The complaint Ms P has complained that Admiral Insurance (Gibraltar) Limited hasn’t fully settled a claim she made on an annual travel insurance policy. Ms P is being represented in making this complaint. However, for ease, I will just be referring to Ms P in this decision.... (4 pages)View decision -
Decision Reference DRN-6126371
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6126371 The complaint Mr and Mrs O complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (12 pages)View decision