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-6174576
23 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6174576 The complaint Mr and Mrs B are unhappy with Santander UK Plc. Mrs B wanted her son added to her bank account and Santander asked for identification. Mrs B said she provided everything but the account wasn’t updated. Mrs B is also unhappy about being given an email address ... (2 pages)View decision -
Decision Reference DRN-5863239
23 Feb 2026 Assurant General Insurance Limited Not upheldInsuranceDRN-5863239 The complaint Mr E has complained about how Assurant settled a claim under his mobile phone insurance policy. What happened Mr E made a claim when his phone was damaged. Assurant repaired the phone and returned it to Mr E. The repair included a 180-day repair warranty. Abou... (3 pages)View decision -
Decision Reference DRN-6136823
23 Feb 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-6136823 The complaint Miss W complains that Inclusive Finance Limited trading as Creditspring was irresponsible in its lending to her and that she was not adequately assessed for the credit. What happened Miss W applied for credit with Creditspring and had loans approved as follows:... (4 pages)View decision -
Decision Reference DRN-6174464
23 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6174464 The complaint Miss P complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Miss P says that she was deceived into authorising payments to a payment processor in the belief she was transacting with a ... (6 pages)View decision -
Decision Reference DRN-6171452
23 Feb 2026 Brewin Dolphin Limited UpheldInvestmentsDRN-6171452 The complaint R is represented by her solicitor (‘S’). She says Brewin Dolphin Limited trading as RBC Brewin Dolphin (‘Brewin’) gave her unsuitable advice in 2014 (implemented in 2015) to set up an Absolute Trust (‘AT’), to place it in a Discounted Gift Trust (‘DGT’) and to... (16 pages)View decision -
Decision Reference DRN-5999396
23 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5999396 The complaint Mrs S, represented by Mr S, complains about the way U K Insurance Limited (UKI) dealt with a claim on her motor insurance. I will only refer to Mrs S in this decision for ease, although I appreciate that some of the things I describe were done by Mr S on her be... (2 pages)View decision -
Decision Reference DRN-6054948
23 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6054948 The complaint Mrs J and Mr J complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2009. Mrs J acquired th... (3 pages)View decision -
Decision Reference DRN-5980506
23 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5980506 The complaint Mr and Mrs S complain about Aviva Insurance Limited’s decline of their travel insurance claim. My references to Aviva include its agents. As Mr S has taken the lead on the claim and complaint I’ll refer to Mr S to include both complainants unless the facts req... (4 pages)View decision -
Decision Reference DRN-5929682
23 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5929682 The complaint Mr L complained about Admiral Insurance (Gibraltar) Limited after he made a claim under his motor insurance policy and was unhappy with a law firm’s service. What happened Mr L was involved in a car accident in April 2025 and made a claim under his policy for h... (2 pages)View decision -
Decision Reference DRN-5941616
23 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5941616 The complaint This complaint is about Wise Payments Limited not refunding money which Mr S lost in a scam. Ms X is representing Mr S under a power of attorney. What happened In summary, in 2025 Mr S was contacted by scammers, who said they could recover funds which he’d prev... (3 pages)View decision