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 393318 results
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Decision Reference DRN-6171163
24 Feb 2026 Acromas Insurance Company Limited Not upheldInsuranceDRN-6171163 The complaint Mr P complained about the way Acromas Insurance Company Limited (Acromas) handled a claim he made on his Breakdown Cover insurance policy. Acromas are the underwriters of this policy and any reference to Acromas includes the actions of their agents. Mr P is rep... (4 pages)View decision -
Decision Reference DRN-6104473
24 Feb 2026 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-6104473 The complaint Mr C complains Link Financial Outsourcing Limited are asking him to repay a debt where he thinks the balance is incorrect. What happened The information I have shows an account in Mr C’s name was taken out with a company I’ll refer to as L. The account was defa... (3 pages)View decision -
Decision Reference DRN-5983573
24 Feb 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5983573 The complaint Admiral Financial Services Limited provided Miss B with a loan in December 2022. It was for £12,000 over 60 months with a monthly repayment of £300.90. Miss B says the loan was provided irresponsibly. What happened The details of this complaint are well-known ... (2 pages)View decision -
Decision Reference DRN-6121457
24 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6121457 The complaint Miss G complains about the way Santander UK Plc handled her chargeback request. What happened In August 2025, Miss G paid for a holiday chalet (the ‘chalet’) for two weeks via a booking agent that I’ll refer to as ‘T’. She paid T £630 using her Santander debit... (2 pages)View decision -
Decision Reference DRN-5904628
24 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5904628 The complaint Mr J complains that Revolut Ltd unfairly restricted his account. What happened Mr J complained to Revolut after it restricted his account for several days without prior notice or an explanation. He says he’d been expecting his benefit payment and funds from a t... (2 pages)View decision -
Decision Reference DRN-6165260
24 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6165260 The complaint Mrs R has complained about her contents insurer Admiral Insurance (Gibraltar) Limited because it has declined her claim for water damaged items. She is also unhappy with the service it provided when considering her claim. What happened Mrs R moved into her h... (3 pages)View decision -
Decision Reference DRN-6053891
24 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6053891 The complaint Miss B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened In 2025, Miss B was looking for an opportunity to earn additional income. She found a role advertised online that involved remote worki... (3 pages)View decision -
Decision Reference DRN-5865882
24 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5865882 The complaint Ms R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money she says was lost as the result of a scam. What happened Shortly after moving into a new home in August 2025, Ms R was approached by someone claiming to wor... (3 pages)View decision -
Decision Reference DRN-5891787
23 Feb 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5891787 The complaint Mr H complains that he’s overpaid a loan with Link Financial Outsourcing Limited trading as Antelope Loans. What happened Mr H had a loan with Bank of Ireland. The loan was for £25,000 over 84 months with an interest rate of 10.9% per annum and monthly repaymen... (2 pages)View decision -
Decision Reference DRN-6032021
23 Feb 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6032021 The complaint Mr and Mrs W are unhappy with Accredited Insurance (Europe) Limited’s handling of their home insurance claim following a fire at their property. Mr and Mrs W are joint policyholders. For ease, I mainly refer to Mrs W in my decision, as she referred the complai... (4 pages)View decision