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-5853307
13 Mar 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5853307 The complaint Ms N complains about the way Domestic & General Insurance Plc (D&G) have handled her claim under an appliance insurance policy. What happened Ms N had a policy with D&G which provided cover for her washing machine in the case of situations such as m... (2 pages)View decision -
Decision Reference DRN-6016389
13 Mar 2026 Salary Finance Limited Not upheldConsumer CreditDRN-6016389 The complaint Miss B complains that Salary Finance Limited (Salary Finance) acted irresponsibly when they agreed to lend to her. What happened In February 2025, Miss B successfully applied for a loan with Salary Finance for £5,000 for the purpose of repair, which would requ... (3 pages)View decision -
Decision Reference DRN-5885238
13 Mar 2026 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5885238 The complaint Mrs H complains about HELVETIA GLOBAL SOLUTIONS LTD (Helvetia) declining a claim under her furniture care policy for damage to her sofa. Helvetia use agents to administer the policy and to assess claims. References to Helvetia include these agents. What happe... (2 pages)View decision -
Decision Reference DRN-6216169
13 Mar 2026 EUI Limited Not upheldInsuranceDRN-6216169 The complaint Ms C complains about how EUI Limited (“Admiral”) arranged the package of covers she bought, including roadside assistance cover that didn’t provide her with the assistance she expected when she made a claim. What happened Ms C had a breakdown assistance cover a... (2 pages)View decision -
Decision Reference DRN-5798017
13 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5798017 The complaint Miss S has complained that Revolut didn’t help her recover her funds and refused to process chargebacks when she was a victim of a scam. What happened Miss S has an account with Revolut. She contacted Revolut about gambling transactions she had made between May... (3 pages)View decision -
Decision Reference DRN-6222570
13 Mar 2026 Arnold Clark Automobiles Limited UpheldConsumer CreditDRN-6222570 The complaint Ms A complains that Arnold Clark Automobiles Limited (ACA) treated her unfairly when she applied for finance to acquire a car. When I refer to what Ms A and/or ACA said or did, it should also be taken to include things said or done on their behalf. What happe... (3 pages)View decision -
Decision Reference DRN-6137278
13 Mar 2026 Blue Motor Finance Limited Not upheldConsumer CreditDRN-6137278 The complaint Miss J complains that a car supplied to her on finance with BLUE MOTOR FINANCE LIMITED (‘BMF’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflec... (4 pages)View decision -
Decision Reference DRN-6222577
13 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6222577 The complaint Ms C complains that HSBC UK Bank Plc hasn’t upheld a claim she made under Section 75 of the Consumer Credit Act 1974 (“Section 75”) for a purchase she made using her credit card. What happened In 2022, Ms C purchased a vehicle from a garage I’ll refer to as “S... (6 pages)View decision -
Decision Reference DRN-6011898
13 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6011898 The complaint A, a limited company complains that Barclays Bank UK PLC won’t provide a refund of payments that were lost to a scam. Mr A, director of A, brings the complaint on behalf of A. What happened The background to this complaint is well-known to both parties, so I ... (3 pages)View decision -
Decision Reference DRN-6219236
13 Mar 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6219236 The complaint Ms M has complained that Zurich Insurance Company Ltd declined a claim she made on a travel insurance policy. What happened Ms M was due to take a short trip abroad in May 2025 but missed her outbound flight. She therefore made a claim on the policy for unreco... (2 pages)View decision