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 391431 results
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Decision Reference DRN-5953224
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5953224 The complaint Miss H has complained about the way NewDay Ltd handled a claim for money back in relation to transactions she’d made using her credit card. What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over everything a... (4 pages)View decision -
Decision Reference DRN-5996111
4 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5996111 The complaint Ms B complains that Bank of Scotland plc trading as Halifax unfairly blocked two debit cards she held while she was on holiday. What happened This complaint is about two debit cards Ms B holds with Halifax. She complains that when she was on holiday abroad Hali... (3 pages)View decision -
Decision Reference DRN-6053194
4 Feb 2026 Arch Insurance (UK) Limited UpheldInsuranceDRN-6053194 The complaint Mr S complains that Arch Insurance (UK) Limited has unfairly handled his claim following damage to his property as the result of an escape of water. Mr S feels Arch has caused unreasonable delays, failed to make it clear how the claim was being settled and fail... (6 pages)View decision -
Decision Reference DRN-5780601
4 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5780601 The complaint Mr P complains that Barclays Bank UK PLC blocked and then closed his accounts. What happened Mr P had a current account and two savings accounts with Barclays. On 8 April 2025, Barclays removed the balances Mr P held in these accounts while it carried out a rev... (2 pages)View decision -
Decision Reference DRN-6129559
4 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6129559 The complaint Ms L complains that Lloyds Bank General Insurance Limited (‘Lloyds’) unfairly declined a storm claim she made and voided her home insurance policy. What happened Ms L held a home insurance policy with Lloyds. She contacted them in December 2024 to report a cla... (5 pages)View decision -
Decision Reference DRN-6129139
4 Feb 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6129139 The complaint Miss I complains that Marshmallow Insurance Limited cancelled her motor insurance policy and declined her claim. What happened Miss I bought a policy with Marshmallow via a comparison site. Following an incident, she made a claim which Marshmallow initially acc... (4 pages)View decision -
Decision Reference DRN-6069479
4 Feb 2026 Vitality Health Limited UpheldInsuranceDRN-6069479 The complaint Miss S has complained about the way Vitality Health Limited handled a claim she made on a private medical insurance policy. What happened Miss S is a member of a group insurance scheme provided by her employer. She made a request for treatment on 26 March 2025... (2 pages)View decision -
Decision Reference DRN-6021960
4 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6021960 The complaint Mrs and Mr D complain Bank of Scotland plc (BOS) allowed them to transfer £10,000 to an old account with a third-party bank in error and didn’t recover the funds after they reported it. What happened Both parties are aware of the issues at hand, so I won’t repe... (3 pages)View decision -
Decision Reference DRN-6129410
4 Feb 2026 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-6129410 The complaint Mr N complains that Scottish Equitable Plc trading as Aegon (Aegon) made errors when merging his pension policies to enable him to take benefits through income drawdown, causing losses and inconvenience. He wants compensation for the losses. What happened Mr ... (5 pages)View decision -
Decision Reference DRN-5931543
4 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5931543 The complaint Mr U complains that OAKBROOK FINANCE LIMITED trading as Finio Loans “Oakbrook Finance” shouldn’t have defaulted his loan agreement. What happened Oakbrook Finance provided Mr U with a personal loan in October 2023, for £2,000, repayable over 24 months, with a ... (4 pages)View decision