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 392389 results
-
Decision Reference DRN-5892247
11 Feb 2026 UK Mortgage Lending Ltd Not upheldMortgagesDRN-5892247 The complaint Miss G and Mr M complain that UK Mortgage Lending Ltd trading as Pepper Money would not agree to postpone its charge in favour of their first charge mortgage lender. As a result they say they were left with no choice but to repay their second charge mortgage wi... (4 pages)View decision -
Decision Reference DRN-6031238
11 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-6031238 The complaint Mr W has complained about U K Insurance Limited (UKI)’s decision to cancel his breakdown insurance policy mid-term. What happened Mr W held a breakdown insurance policy for around 20 years under a staff benefit scheme. In December 2024 Mr W renewed his policy w... (3 pages)View decision -
Decision Reference DRN-5868815
11 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5868815 The complaint Mr D complains Lloyds Bank PLC unfairly closed his account. 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 key events here. Mr D held a Lloyds account and following a... (3 pages)View decision -
Decision Reference DRN-5744672
11 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5744672 The complaint Ms G complains that Lloyds Bank PLC have held her responsible for payments made from her account. The background to this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. It’s sim... (2 pages)View decision -
Decision Reference DRN-5823537
11 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5823537 The complaint Mr W’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Hitachi Capital (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 am... (11 pages)View decision -
Decision Reference DRN-6146091
11 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6146091 THE COMPLAINT Mr A complains that PayPal UK Ltd (“PayPal”) will not reimburse him money he says he lost when he fell victim to fraud. Mr A is represented in this matter. WHAT HAPPENED On 8 January 2026, I issued a provisional decision not upholding this complaint. I attach... (5 pages)View decision -
Decision Reference DRN-5942106
11 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5942106 The complaint Mr and Mrs P have complained about Admiral Insurance (Gibraltar) Limited’s decision to reject a claim they made under their home buildings insurance policy. As Mr P is the lead complainant, I will refer to him on behalf of Mr and Mrs P in my decision. All refer... (3 pages)View decision -
Decision Reference DRN-6072441
11 Feb 2026 The Salvation Army General Insurance Corporation Ltd Not upheldInsuranceDRN-6072441 The complaint Mrs W and Mr W complain that The Salvation Army General Insurance Corporation Ltd (‘Salvation Army’) unfairly declined a storm damage claim they made under their property insurance policy. Mr W has acted as the main representative during the claim and complain... (3 pages)View decision -
Decision Reference DRN-6146249
11 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6146249 The complaint Mrs T complains that esure Insurance Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2017. In late April 2023, Mrs T borrowed £11,000.00 fro... (6 pages)View decision -
Decision Reference DRN-6011583
11 Feb 2026 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-6011583 The complaint Miss R has complained about ARAG Legal Expenses Insurance Company Limited’s handling of a claim she made under the legal expenses insurance section of her home insurance policy. What happened In April 2024, Miss R contacted ARAG to make a claim under her legal ... (5 pages)View decision