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 401363 results
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Decision Reference DRN-5957627
17 Mar 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5957627 The complaint Mr M complains that Santander UK Plc closed his accounts and blocked his access during the notice period. Mr M would like to have his accounts reinstated. What happened The details of this complaint are well known to both parties, so I won’t repeat them again ... (3 pages)View decision -
Decision Reference DRN-6225537
17 Mar 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-6225537 The complaint Mrs K and Mr R complain AXA Healthcare Limited mis-sold them a private medical insurance policy. Mr R brings the complaint on behalf of himself and Mrs K, so for ease I will refer to all submissions as having been made by Mr R. What happened Mr R took out a pri... (5 pages)View decision -
Decision Reference DRN-6106455
17 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6106455 The complaint Mr A complains that Barclays Bank UK PLC won’t refund the money he says he’s lost to a scam. What happened On 2 September 2025, Mr A paid a company I’ll refer to as ‘M’ £2,170 for a used vehicle (plus delivery). The vehicle was delivered to Mr A later than he e... (2 pages)View decision -
Decision Reference DRN-6028338
17 Mar 2026 Lendable Ltd UpheldConsumer CreditDRN-6028338 The complaint Miss H complains that a car supplied to her under a hire purchase agreement with Lendable Ltd trading as Autolend was of unsatisfactory quality. What happened In July 2025, Miss H was supplied with a used car through a hire purchase agreement with Autolend. The... (4 pages)View decision -
Decision Reference DRN-6229011
17 Mar 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6229011 The complaint Mr M and Mrs Z have complained about the amount Admiral Insurance (Gibraltar) Limited offered them as compensation for the handling of their buildings insurance claim. What happened In June 2024 Mr M and Mrs Z claimed for damage caused to their home following ... (4 pages)View decision -
Decision Reference DRN-5983248
17 Mar 2026 Society of Lloyd's Not upheldInsuranceDRN-5983248 The complaint Mrs W complains Society of Lloyd’s (“SOL”) has unfairly declined a claim she made on her home insurance policy for damage caused by a leaking shower. Mrs W has been represented in bringing this complaint, but for ease of reading I’ve referred to all comments an... (3 pages)View decision -
Decision Reference DRN-5905833
17 Mar 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5905833 The complaint Mr G complains that Lloyds Bank General Insurance Limited unfairly declined a claim he made on his home insurance policy. What happened Mr G had a home insurance policy with Lloyds, which included cover for personal belongings away from his home. In November 20... (2 pages)View decision -
Decision Reference DRN-6184104
17 Mar 2026 Julian Hodge Bank Limited UpheldMortgagesDRN-6184104 The complaint Mr and Mrs N complain about how Julian Hodge Bank Limited trading as Hodge Bank dealt with a request to change the date of their direct debit mandate and that they have been sent a letter by Hodge Bank intended for someone else. What happened Mr and Mrs N have ... (3 pages)View decision -
Decision Reference DRN-6125497
17 Mar 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6125497 The complaint Mrs M and Mr M are unhappy with the decision by Accredited Insurance (Europe) Ltd (Accredited) following a claim for flood damage on their home insurance policy. Mrs M and Mr M are both party to this complaint. Mrs M has primarily dealt with this service. For ... (3 pages)View decision -
Decision Reference DRN-6133884
17 Mar 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6133884 The complaint Miss M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) known this by carrying out sufficient affordability checks. What happened In October 2025, MoneyBoat advanced one loan of £500. This was to be repaid in five monthly... (3 pages)View decision