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 393318 results
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Decision Reference DRN-6159001
19 Feb 2026 BISL Limited Not upheldInsuranceDRN-6159001 The complaint Mr M is unhappy BISL Limited trading as Dial Direct wouldn’t issue an updated statement of insurance for his motor insurance policy. What happened Mr M was involved in a near miss incident in February 2025. He notified his insurer of what happened but didn’t ma... (2 pages)View decision -
Decision Reference DRN-6163476
19 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6163476 The complaint Mr L’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) deciding a... (12 pages)View decision -
Decision Reference DRN-6166813
19 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6166813 The complaint Mr C complains that Santander UK Plc have failed to act on his instruction to raise a direct debit indemnity claim for payments made to his energy provider in 2020 and 2021. Mr C claims that these payments were taken despite him not getting an actual bill only ... (2 pages)View decision -
Decision Reference DRN-6087500
19 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6087500 The complaint Mr W complains that the car he acquired through CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. He wants to reject the car, unwind the credit agreement cancelled, and have all his monthly rentals refunded because he was without the car for an... (4 pages)View decision -
Decision Reference DRN-5978314
19 Feb 2026 Halifax Share Dealing Limited UpheldInvestmentsDRN-5978314 The complaint Mr C complains that Halifax Share Dealing Limited, trading as IWeb Share Dealing, didn’t provide him with the information he needed to make a tax reclaim. IWeb Share Dealing is now known as “Scottish Widows Share Dealing” But, as it was known as IWeb when the m... (2 pages)View decision -
Decision Reference DRN-6055541
19 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6055541 The complaint Miss C complains that Barclays Bank UK PLC (Barclays) closed her account and won’t tell her the reason for its decision. 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... (2 pages)View decision -
Decision Reference DRN-6088480
19 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6088480 The complaint Ms T complains that Starling Bank Limited won’t refund the money she lost when she was the victim of a scam. What happened Ms T had invested in art in 2021, but the company she had invested with ultimately went into administration, and Ms T lost her investment... (5 pages)View decision -
Decision Reference DRN-5931611
19 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5931611 The complaint Mr G complains that TSB Bank plc (TSB) won’t refund a transaction made on his account that he didn’t consent to. What happened Mr G says that £300 was stolen from his account without his consent. The disputed transaction went out on 19 April 2025 via an online ... (4 pages)View decision -
Decision Reference DRN-6165626
19 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6165626 The complaint Miss H complains about the amount esure Insurance Limited trading as Sheilas' Wheels (“esure”) valued her car for when she made a claim under her motor insurance policy. What happened Miss H had a motor insurance policy with esure covering her car. In June... (3 pages)View decision -
Decision Reference DRN-6158049
19 Feb 2026 Tesco Underwriting Limited UpheldInsuranceDRN-6158049 The complaint Mr and Mrs H’s complaint is about the handling of a motor insurance claim by Tesco Underwriting Limited. What happened In February 2024, Mr and Mrs H’s car was damaged in a storm. Tesco agreed the cost of the repairs were covered under their policy and the car ... (7 pages)View decision