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-6058326
19 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6058326 The complaint Miss B complains about a car supplied to her using a personal contract purchase agreement taken out with CA Auto Finance UK Ltd (“CA Auto”). What happened In March 2025, Miss B acquired a used car using a personal contract purchase agreement with CA Auto. The ... (4 pages)View decision -
Decision Reference DRN-6065322
19 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6065322 The complaint X complains about a late payment marker reported to the credit reference agencies by Barclays Bank UK PLC trading as Tesco Bank. What happened X holds a credit card with Tesco Bank. X says they were going abroad so they cancelled their direct debit in order to ... (3 pages)View decision -
Decision Reference DRN-5989686
19 Feb 2026 Lloyds Bank PLC UpheldConsumer CreditDRN-5989686 The complaint Miss M complains about a car supplied under a hire purchase agreement, provided by Lloyds Bank PLC. What happened Around the end of October 2023 Miss M acquired a used car under a hire purchase agreement with Lloyds. The car is listed with a cash price of £41,... (5 pages)View decision -
Decision Reference DRN-6158097
19 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6158097 The complaint Mrs M’s representative complains on her behalf that esure Insurance Limited trading as Sheilas' Wheels (esure) unfairly settled her claim on her motor insurance policy after her car was declared a total loss. Reference to Mrs M, or her representative, inc... (3 pages)View decision -
Decision Reference DRN-6141777
19 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6141777 The complaint Mr G complains that Bank of Scotland plc trading as Halifax (“Halifax”) unfairly sent him a warning letter following a visit to one of its branches where he believes he was treated poorly. Mr G is also unhappy about the service he received after this incident w... (4 pages)View decision -
Decision Reference DRN-5890314
19 Feb 2026 Cullen Wealth Limited Not upheldInsuranceDRN-5890314 The complaint Mrs P complains that Cullen Wealth Limited (‘Cullen Wealth’) failed to arrange a suitable trust for a life insurance policy. What happened Mrs P is bringing a complaint as administrator of her late husband’s estate, Mr P. Mr P sadly died in 2022. Mrs P explains... (4 pages)View decision -
Decision Reference DRN-6127249
19 Feb 2026 Ageas Insurance Limited Not upheldInsuranceDRN-6127249 The complaint Mr F complains that Ageas Insurance Limited (“Ageas”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hybrid petrol / electric sports utility vehicle made by a Japanese vehic... (4 pages)View decision -
Decision Reference DRN-6165841
19 Feb 2026 PayPal UK Ltd UpheldBanking and PaymentsDRN-6165841 The complaint Mrs P is unhappy with the service she received from PayPal UK Ltd surrounding a buyer protection dispute that she raised and also how refunds were allocated to her account. What happened Mrs P purchased an item from a merchant (whom I’ll refer to as ‘X’) for £3... (3 pages)View decision -
Decision Reference DRN-6089912
19 Feb 2026 Metro Bank PLC Not upheldConsumer CreditDRN-6089912 The complaint Miss M complains that Metro Bank PLC trading as RateSetter (“Metro Bank”) irresponsibly provided her with a loan which she couldn’t afford and without conducting proper affordability checks. What happened The details of this complaint are well-known to both pa... (2 pages)View decision -
Decision Reference DRN-6154522
19 Feb 2026 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-6154522 The complaint Mr L complains that Zurich Assurance Ltd failed to treat him fairly when he decided to transfer his pension to another provider. He says he wasn’t notified in advance that the transferred funds were much lower than he’d previously been told it would be when his... (5 pages)View decision