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-5932846
19 Feb 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5932846 The complaint Mr O has complained about Watford Insurance Company Europe Limited’s decision to settle a claim as a fault claim under his car insurance policy. What happened In May 2023 Mr O was involved in a collision with a motorbike rider (the third party ‘TP’). After inve... (2 pages)View decision -
Decision Reference DRN-6166762
19 Feb 2026 Zempler Bank Limited Not upheldBanking and PaymentsDRN-6166762 The complaint F, a limited company, complains Zempler Bank Limited hasn’t reimbursed it after it fell victim to a scam. Mr M brings the complaint on behalf of F. What happened On 18 December 2024 F received a call from a scammer claiming to be Zempler. They asked Mr M if he... (5 pages)View decision -
Decision Reference DRN-6043850
19 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6043850 The complaint Mrs P complains Lloyds Bank PLC wouldn’t raise a direct debit guarantee claim for her. She also complains about the handling of her claim and subsequent complaint. What happened Mrs P has an account with Lloyds Bank. She’s told us that she has serious health pr... (2 pages)View decision -
Decision Reference DRN-5986711
19 Feb 2026 Tesla Financial Services Limited UpheldConsumer CreditDRN-5986711 The complaint Miss J complains that she’s been asked to pay for vehicle excise duty for her car supplied under a hire agreement by Tesla Financial Services Limited (“Tesla”). What happened Miss J has been represented in bringing this case to our service, but for simplicity, ... (4 pages)View decision -
Decision Reference DRN-6039530
19 Feb 2026 Killik & Co LLP Not upheldInvestmentsDRN-6039530 The complaint The estate of Mrs S complains that Killick & Co LLP (“Killick”) stopped providing investment advice when Mrs S died. It said Mrs S’s investments were exposed to market movements and the executors couldn’t protect their value. The complaint is brought on th... (3 pages)View decision -
Decision Reference DRN-6166548
19 Feb 2026 Santander UK Plc Not upheldConsumer CreditDRN-6166548 The complaint Mrs B complains that Santander UK Plc (Santander) wouldn’t agree to remove adverse information from her credit file regarding a personal loan although it has agreed not to pursue the outstanding balance. Mrs B had previously complained that Santander had been i... (2 pages)View decision -
Decision Reference DRN-6069964
19 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6069964 The complaint Mr and Mrs F are unhappy Barclays Bank UK PLC won’t reimburse them for the money Mr F lost when he fell victim to a scam. Mr and Mrs F are represented in this complaint by a solicitor, but for simplicity I will largely refer to Mr F throughout this decision, e... (3 pages)View decision -
Decision Reference DRN-5700893
19 Feb 2026 VIVA WALLET.COM LTD Not upheldBanking and PaymentsDRN-5700893 The complaint A company, which I will refer to as B, complains that Viva Wallet.com Ltd acted unfairly in dealing with a chargeback dispute. What happened Mr C, B’s director, told us: • Viva Wallet notified him of the dispute via B’s email address on 6 September 2022, whic... (3 pages)View decision -
Decision Reference DRN-6069955
19 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6069955 The complaint Mr F is unhappy Nationwide Building Society won’t reimburse him for the money he lost when he fell victim to a scam. Mr F is represented in this complaint by a solicitor, but for simplicity I will refer to Mr F throughout this decision, even when referencing w... (3 pages)View decision -
Decision Reference DRN-6044352
19 Feb 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6044352 The complaint Mr T complains that Barclays Bank UK PLC (“Barclays”) didn’t treat him with forbearance in relation to his loan account; and it defaulted his loan account causing a negative impact to his credit file. What happened In or around August 2023, Mr T got into diffi... (4 pages)View decision