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-6124418
12 Mar 2026 Chubb European Group SE Not upheldInsuranceDRN-6124418 The complaint Mr A complains that Chubb European Group SE declined his travel insurance claim. What happened Mr A has a travel insurance policy through his banking service, which is insured by Chubb. On a business class flight his seat’s electronic recline and adjustment co... (3 pages)View decision -
Decision Reference DRN-6065086
12 Mar 2026 U K Insurance Limited Not upheldInsuranceDRN-6065086 The complaint Mr R complains that U K Insurance Limited trading as Direct Line (‘UKI’) unfairly declined to cover his claim and cancelled his property insurance policy. What happened Mr R held a property insurance policy with UKI that covered a rental property he owns. He c... (3 pages)View decision -
Decision Reference DRN-6211438
12 Mar 2026 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-6211438 The complaint Mr O complains that PayPal (Europe) S.a r.l et Cie, S.C.A. (‘PayPal Europe’) didn’t support him during a period of financial difficulty and defaulted his account when he’d made an arrangement to pay. Mr O would like his debt to be marked as settled and for his... (3 pages)View decision -
Decision Reference DRN-6120502
12 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6120502 The complaint P a limited company complains Starling Bank Limited unfairly closed its bank account and provided poor service. P is represented by a director – Mrs P. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provid... (5 pages)View decision -
Decision Reference DRN-6003550
12 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6003550 The complaint Mr L complains that Santander UK Plc applied late payment markers on his credit file. What happened Mr L complained that Santander applied late payment markers in July 2021, September 2022, September 2024 and February 2025. He said these were applied due to per... (2 pages)View decision -
Decision Reference DRN-5837503
12 Mar 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5837503 The complaint Mrs C complains Aviva Insurance Limited has unfairly declined a claim made on her home insurance policy. Any reference to Aviva includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties. And as the Inve... (2 pages)View decision -
Decision Reference DRN-6032171
12 Mar 2026 West Bay Insurance Plc Not upheldInsuranceDRN-6032171 The complaint Mr D complains about the amount paid to settle his claim on his motor insurance policy after his car was deemed a total loss. Reference to West Bay includes its agents. Mr D has been represented in bringing this complaint to us, but for ease of reading, I’ll si... (3 pages)View decision -
Decision Reference DRN-6129558
12 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6129558 The complaint Mr C complains that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by gambling. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ev... (2 pages)View decision -
Decision Reference DRN-5941721
12 Mar 2026 PSP INSURANCE & FINANCIAL SOLUTIONS LIMITED UpheldInsuranceDRN-5941721 The complaint A limited company, that I will refer to as C in this decision, has complained about the advice given by its insurance broker, PSP INSURANCE & FINANCIAL SOLUTIONS LIMITED, when arranging its shop insurance. Mrs F, as Company Secretary, has brought the compla... (3 pages)View decision -
Decision Reference DRN-6218720
12 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6218720 The complaint Mrs W complains that NewDay Limited (NewDay) acted irresponsibly when they agreed to lend to her What happened I issued Mrs W and NewDay with a provisional decision setting out why I was minded to uphold Mrs W’s complaint and invited both parties to provide any... (5 pages)View decision