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-5905346
21 Jan 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5905346 The complaint Mr W complains that Vanquis Bank Limited gave incorrect advice which led to a security breach. What happened Mr W received a notification about his Vanquis account, which highlighted a transaction had been attempted. When he called up Vanquis on 1 May 2025, it ... (2 pages)View decision -
Decision Reference DRN-6050912
21 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6050912 The complaint Mrs A is unhappy with the way Admiral Insurance (Gibraltar) Limited (“Admiral”) handled her claim for contents damaged by an escape of water. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the k... (3 pages)View decision -
Decision Reference DRN-6053091
21 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6053091 The complaint Mr and Mrs S are unhappy that Admiral Insurance (Gibraltar) Limited declined a claim made on their travel insurance policy (‘the policy’) in connection with Mr S injuring his arm whilst abroad. All reference to Admiral includes its agents. What happened The d... (3 pages)View decision -
Decision Reference DRN-5909249
21 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5909249 The complaint Mrs L complains that Barclays Bank UK PLC trading as Barclays won’t refund the money she lost after she fell victim to a scam. Mrs L has used a personal representative in bringing her complaint, but for ease, I will refer to Mrs L throughout this decision, eve... (8 pages)View decision -
Decision Reference DRN-5837468
21 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5837468 The complaint Mr P complains that Aviva Insurance Limited (“Aviva”) has provided him with unsuitable alternative accommodation (“AA”) in relation to an escape of water claim made under his home insurance policy. Any reference to Mr P or Aviva includes respective agents or re... (7 pages)View decision -
Decision Reference DRN-6060449
21 Jan 2026 Unum Ltd Not upheldInsuranceDRN-6060449 The complaint Ms A is unhappy that Unum Limited declined a claim made for the critical illness benefit on a group critical illness policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focu... (2 pages)View decision -
Decision Reference DRN-6094660
21 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6094660 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund him for unauthorised cash withdrawals made on his account. What happened On withdrawing £1,300 at a Halifax branch on 15 June 2024, Mr K requested a statement of his account and... (6 pages)View decision -
Decision Reference DRN-5771394
21 Jan 2026 Ocaso SA, Compania de Seguros y Reaseguros Not upheldInsuranceDRN-5771394 The complaint Ms P complains about the way Ocaso SA, Compania de Seguros y Reaseguros (‘Ocaso’) handled an escape of water claim she made under a buildings insurance policy. What happened Ms P is lessee of a flat insured under a block buildings insurance policy underwritten... (3 pages)View decision -
Decision Reference DRN-6093730
21 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6093730 The complaint Mr A’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (6 pages)View decision -
Decision Reference DRN-5799331
21 Jan 2026 Assurant General Insurance Limited UpheldInsuranceDRN-5799331 The complaint Mr B has complained about the way Assurant General Insurance Limited repaired his mobile phone under his mobile phone policy. What happened Mr B’s phone sustained accidental damage to the front and the back of his phone so he made a claim on 21 May 2025 to Ass... (2 pages)View decision