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-6152682
13 Feb 2026 Astrenska Insurance Limited UpheldInsuranceDRN-6152682 The complaint Mr Q has complained about how Astrenska Insurance Limited (Astrenska) dealt with a claim under an appliance warranty. What happened Mr Q made a claim for his dishwasher. An engineer visited and repaired it. About two months later, Mr Q contacted Astrenska beca... (4 pages)View decision -
Decision Reference DRN-6152272
13 Feb 2026 AWP P&C S.A. Not upheldInsuranceDRN-6152272 The complaint Mr S complained about a claim being declined by AWP P&C S.A on his motor warranty. Mr S is also unhappy with the service received. Throughout the claim and complaint process, Mr S has had a representative helping him. In this decision, any reference to Mr S... (3 pages)View decision -
Decision Reference DRN-6129763
13 Feb 2026 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6129763 The complaint Mr M complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) haven’t done enough to remedy the fact his data was accessed in an IT security incident they experience. What happened Lantern experienced an IT security incident in April 2... (3 pages)View decision -
Decision Reference DRN-6110284
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6110284 Complaint Mr P is unhappy that Santander UK Plc didn’t reimburse him after he reported falling victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full here. Instead, I’ll provide a brief summary of the ke... (3 pages)View decision -
Decision Reference DRN-5805671
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5805671 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs W purchased membership of a timeshare (the ‘Fractional Club... (9 pages)View decision -
Decision Reference DRN-5598937
13 Feb 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-5598937 The complaint M Ltd complains that Zempler Bank Limited (“Zempler”) won’t reimburse money it lost as a result of a scam. What happened As it was one of M Ltd’s directors – Mr C – that interacted with the fraudsters, for ease I’ve generally referred to him throughout this de... (11 pages)View decision -
Decision Reference DRN-6043002
13 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6043002 The complaint Ms H complains that Zopa Bank Limited failed to make reasonable adjustments to enable her to successfully verify her identity and as a consequence her application has been unfairly declined. The details of this complaint are well known to both parties, so I wo... (2 pages)View decision -
Decision Reference DRN-6115888
13 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6115888 The complaint Mr L has complained that Nationwide Building Society (“Nationwide”) didn’t refund him his Flex Plus account fees, when he asked for a refund. What happened Mr L opened a fee-paying Flex Plus packaged account with Nationwide. Mr L says that he moved abroad a few... (2 pages)View decision -
Decision Reference DRN-6141934
13 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6141934 The complaint Miss S complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss S was approved for a Vanquis credit card in April 2025, with a £3,000 credit limit. Miss S says that Vanquis irresponsibly lent to her. Miss S made a complaint to Vanquis, ... (3 pages)View decision -
Decision Reference DRN-5898420
13 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5898420 The complaint Mr N complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) responded unfairly to his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle made by a premium-bran... (5 pages)View decision