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-6186307
13 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6186307 The complaint Miss M complains that Santander UK Plc blocked a payment she attempted to make and restricted her online banking pending further security checks. What happened In December 2025, Miss M tried to make a four‑figure payment to a tradesman. Santander declined the ... (2 pages)View decision -
Decision Reference DRN-5988082
13 Mar 2026 Black Horse Limited Not upheldConsumer CreditDRN-5988082 The complaint Mr A complains about the quality of a car supplied to him by Black Horse Limited trading as Jaguar Financial Services (“Black Horse”). What happened Mr A entered into a hire purchase agreement with Black Horse in March 2019 for the supply of a new car. The agre... (4 pages)View decision -
Decision Reference DRN-6033150
13 Mar 2026 Assurant General Insurance Limited UpheldInsuranceDRN-6033150 The complaint Miss L has complained about the claims handling she received from Assurant General Insurance Limited when she made a claim under her mobile phone policy when her phone was stolen. What happened Miss L has this mobile phone policy through her bank account. When... (5 pages)View decision -
Decision Reference DRN-5703334
13 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5703334 The complaint Mr K has complained Revolut Ltd won’t refund multiple payments he says he made and lost to scams. Mr K is represented by a professional representative, but for ease I will just refer to Mr K throughout. What happened The background to this complaint is well k... (5 pages)View decision -
Decision Reference DRN-5703273
13 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5703273 The complaint Mr K has complained HSBC UK Bank Plc won’t refund multiple payments he says he made and lost to scams. Mr K is represented by a professional representative, but for ease I will just refer to Mr K throughout. What happened The background to this complaint is w... (5 pages)View decision -
Decision Reference DRN-6146708
13 Mar 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6146708 The complaint Mr D complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (‘MoneyBoat’) irresponsibly lent to him. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Inst... (6 pages)View decision -
Decision Reference DRN-6131571
13 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6131571 The complaint Mr L complains that Revolut Ltd (‘Revolut’) registered a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in summary, Mr ... (3 pages)View decision -
Decision Reference DRN-6175106
13 Mar 2026 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-6175106 The complaint Mr F complains that Phoenix Life Limited (‘Phoenix’) mis-sold his plan, and have not managed and invested his pension correctly. He would therefore like compensation for this. What happened Mr F originally held a pension with Britannia Life taken out in 1995, ... (4 pages)View decision -
Decision Reference DRN-6218577
13 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6218577 The complaint Mr E has complained Barclays Bank UK PLC won’t refund several payments he says he made and lost to a scam. Mr E is represented by a professional representative, however for ease I will just refer to Mr E throughout. What happened I issued my provisional decis... (4 pages)View decision -
Decision Reference DRN-6069130
13 Mar 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6069130 The complaint Miss E complains that Admiral Insurance (Gibraltar) Limited declined her claim made on her motor insurance policy and that it retained her premiums. She wants it to accept her claim. What happened Miss E made a claim to Admiral that her car had been damaged by... (2 pages)View decision