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-6166680
19 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6166680 The complaint Miss M is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss M fell victim to a cruel job scam after she was contacted by text message from some... (8 pages)View decision -
Decision Reference DRN-6005173
19 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6005173 The complaint Mr and Mrs M complain Lloyds Bank PLC made them spend two hours on the phone – during which time they were passed from department to department – when they tried to make two large payments. They want £150 compensation each. What happened Mr and Mrs M have a joi... (2 pages)View decision -
Decision Reference DRN-6116984
19 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6116984 The complaint Miss A complains Santander UK Plc failed to pay her a switch incentive following the transfer of her bank account from another provider. What happened In July 2025 Miss A became aware that Santander was offering an incentive to customers who switched accounts ... (3 pages)View decision -
Decision Reference DRN-6078179
19 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC UpheldConsumer CreditDRN-6078179 The complaint Mr K complains that Marks and Spencer Financial Services PLC trading as M&S Bank (M&S Bank) lent to him irresponsibly by granting a loan he couldn’t afford. What happened Mr K applied for and was granted the following loan by M&S Bank: Date Amount ... (5 pages)View decision -
Decision Reference DRN-6028168
19 Feb 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6028168 The complaint Mr A complains about how Tesco Underwriting Limited (Tesco) dealt with a claim on his motor insurance. References to Tesco include other individuals and organisations acting on its behalf. What happened Mr A had motor insurance underwritten by Tesco. His car wa... (3 pages)View decision -
Decision Reference DRN-6166593
19 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6166593 The complaint Miss H is unhappy that Vanquis Bank Ltd refused to refund a transaction she said she didn’t authorise. What happened Shortly after applying for a credit card in March 2025, Miss H contacted Vanquis to report an unauthorised transaction of £1,998.60 on her acco... (3 pages)View decision -
Decision Reference DRN-6166554
19 Feb 2026 Assurant General Insurance Limited UpheldInsuranceDRN-6166554 The complaint Mr M has complained that Assurant General Insurance Limited declined a claim he made on a mortgage payment protection insurance policy. What happened Mr M became unable to work due to illness in December 2024 and so made a claim on the policy. Assurant decline... (3 pages)View decision -
Decision Reference DRN-5972386
19 Feb 2026 SiriusPoint International Insurance Corporation UpheldInsuranceDRN-5972386 The complaint Mr and Mrs C are unhappy with the assistance they received from SiriusPoint International Insurance Corporation (‘Sirius’) under their travel insurance policy (‘the policy’) whilst abroad, after Mr C was hospitalised and needed emergency medical treatment. All... (5 pages)View decision -
Decision Reference DRN-5882510
19 Feb 2026 British Gas Insurance Limited UpheldInsuranceDRN-5882510 The complaint Mr P complains British Gas Insurance Limited (British Gas) has charged him an excess under his Homecare insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr P holds a Homecare i... (2 pages)View decision -
Decision Reference DRN-6156202
19 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6156202 The complaint Mrs O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (12 pages)View decision