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-6121895
4 Feb 2026 AmTrust Specialty Limited UpheldInsuranceDRN-6121895 The complaint Mr L complains about the way AmTrust Specialty Limited handled a claim under his legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detail... (4 pages)View decision -
Decision Reference DRN-6054326
4 Feb 2026 Evelyn Partners Investment Management LLP UpheldPensions and AnnuitiesDRN-6054326 The complaint Mrs M complains that Evelyn Partners Investment Management LLP (Evelyn Partners) delayed the arrangement of her immediate needs annuity (INA) and failed to arrange this on the terms advised, causing financial losses and inconvenience. She wants compensation for... (6 pages)View decision -
Decision Reference DRN-6052596
4 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6052596 The Complaint Ms A’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner 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... (13 pages)View decision -
Decision Reference DRN-5925444
4 Feb 2026 AutoMoney Limited Not upheldConsumer CreditDRN-5925444 The complaint AutoMoney Limited, trading as AutoMoney Motor Finance (‘AutoMoney’), provided Mr W with a hire purchase agreement for a used car. Mr W and his representative say the finance was unaffordable and AutoMoney ought to have seen this in its checks. He’s also unhapp... (2 pages)View decision -
Decision Reference DRN-5998911
4 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5998911 The complaint Mr M is unhappy that Wise Payments Limited won’t raise a chargeback claim after he says he was the victim of a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on ... (3 pages)View decision -
Decision Reference DRN-6121991
4 Feb 2026 Europ Assistance SA Not upheldInsuranceDRN-6121991 The complaint Mr and Mrs D have complained about the way Europ Assistance SA has offered to settle their claim. What happened Mr and Mrs D have travel insurance, underwritten by Europ Assistance SA. They went on a diving trip when unfortunately, Mrs D fell and dislocated her... (3 pages)View decision -
Decision Reference DRN-6060370
4 Feb 2026 First Data Europe Limited Not upheldBanking and PaymentsDRN-6060370 The complaint A limited company, which I’ll refer to as W, complains that First Data Europe Limited trading as Clover failed to tell it the outcome of a chargeback. W also complained that Clover has failed to credit it with some of the proceeds of its card transactions witho... (3 pages)View decision -
Decision Reference DRN-6106956
4 Feb 2026 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-6106956 The complaint Mr K complains that Somerset Bridge Insurance Services Limited trading as Go Skippy (“Somerset Bridge”) mishandled his motor insurance policy. What happened Mr K had a hatchback car that had first been registered in 2010. For the year from mid-September 2024,... (4 pages)View decision -
Decision Reference DRN-6061332
4 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6061332 The complaint Miss T complains that National Westminster Bank Public Limited Company (NatWest) irresponsibly lent to her. What happened Miss T was approved for a NatWest credit card in April 2023, with a £4,200 credit limit. Miss T says that this was irresponsibly lent to he... (3 pages)View decision -
Decision Reference DRN-6127784
4 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6127784 The complaint Mr M, on behalf of S, has complained that Barclays Bank UK PLC (‘Barclays’) won’t refund him for two failed ATM cash withdrawals. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summ... (3 pages)View decision