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-5901440
23 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5901440 The complaint Mr P complains about information recorded on his credit file by Bank of Scotland plc trading as Halifax. What happened I issued a provisional decision on 10 February 2026 that set out the background to this complaint: “Mr P held a credit card account with Halif... (2 pages)View decision -
Decision Reference DRN-5958487
23 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5958487 The complaint Mr U and Mrs U complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t tell them that they were only adding a new car on their car insurance policy until renewal, and about the amount they were charged. Mr U and Mrs U are both named on the policy... (3 pages)View decision -
Decision Reference DRN-6087766
23 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6087766 The complaint Mrs P complains that Vanquis Bank Limited (“Vanquis”) approved a credit card with a limit of £1,200 which never increased which she couldn’t afford. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. ... (2 pages)View decision -
Decision Reference DRN-6008732
23 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6008732 The complaint Mr H complains about how Zurich Insurance Company Ltd handled his claim against his travel insurance policy and its decision to decline part of his claim. Reference to Zurich includes its agents. What happened Mr H has an annual travel insurance policy underwr... (3 pages)View decision -
Decision Reference DRN-6112911
23 Feb 2026 Social Money Limited Not upheldConsumer CreditDRN-6112911 The complaint Mr A complains that Social Money Limited (trading as “Payl8r”) mishandled his claim under section 75 Consumer Credit Act 1974 (“section 75”) about an accountancy training course. What happened In February 2025, Mr A entered into a regulated credit agreement wi... (4 pages)View decision -
Decision Reference DRN-6128040
23 Feb 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6128040 The complaint Mr H has complained Bank of Scotland plc, trading as Halifax, is holding him liable for a loan that he didn’t authorise. What happened In June 2025 Mr H had become involved with someone he got to know on social media who was he thought was helping him to make m... (3 pages)View decision -
Decision Reference DRN-5839826
23 Feb 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-5839826 The complaint Mr D complains that Madison CF UK Limited trading as 118 118 Money (118) was irresponsible in its lending to him. What happened In June 2023 Mr D took out a personal loan from 118. The loan was for £2,500 and Mr D was required to make 24 monthly payments of £... (4 pages)View decision -
Decision Reference DRN-6092981
23 Feb 2026 FCE Bank Plc Not upheldConsumer CreditDRN-6092981 The complaint Mr B complains about charges FCE Bank Plc trading as Ford Credit (who I’ll call FCE) asked him to pay when his finance agreement ended. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (2 pages)View decision -
Decision Reference DRN-5816322
23 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5816322 The complaint Ms B complains that Santander UK Plc (‘Santander’) wont’ reimburse her, after she made payments to a church/organisation for spiritual enrichment, that she now believes to have been an Authorised Push Payment (‘APP’) scam. What happened The background to this ... (4 pages)View decision -
Decision Reference DRN-5840348
23 Feb 2026 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5840348 The complaint Mr and Mrs J complained that Accredited Insurance (Europe) Ltd (“Accredited”) declined their claim for damage caused by an escape water, under their home buildings insurance policy. I’ll refer to Mrs J, as the lead complainant, for ease. What happened Mrs J had... (3 pages)View decision