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
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Decision Reference DRN-6143615
11 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6143615 The complaint Mr A complains that Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) won’t refund the money he lost after falling victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll... (3 pages)View decision -
Decision Reference DRN-5901343
11 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5901343 Complaint Mr B has complained about a credit card and limit increases Barclays Bank PLC (trading as “Barclaycard”) provided to him. He says it failed to take into account that multiple times loans or credit transfers were used to pay off the balance, with the balance then in... (7 pages)View decision -
Decision Reference DRN-6086521
11 Feb 2026 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-6086521 The complaint Mr E complains that ARAG Legal Expenses Insurance Company Limited failed to obtain a barrister’s opinion and provide cover for a claim on his legal expenses insurance policy. What happened 1. Mr E was involved in a legal dispute that went to court. He was unhap... (3 pages)View decision -
Decision Reference DRN-6003866
11 Feb 2026 Salad Finance Limited Not upheldConsumer CreditDRN-6003866 The complaint Mr F complains Salad Finance Limited irresponsibly lent to him because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr F took out a personal loan with Salad Finance on 14 January 2025. The ... (3 pages)View decision -
Decision Reference DRN-6039831
11 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6039831 The complaint A company which I’ll call ‘T’ complains that Santander UK Plc has behaved unreasonably as it has given notice that it intends to change T’s account to one which charges a monthly fee, when the original account was taken out with the promise of ‘free banking for... (5 pages)View decision -
Decision Reference DRN-6138288
11 Feb 2026 Amtrust International Underwriters DAC UpheldInsuranceDRN-6138288 The complaint Miss B has complained about AmTrust International Underwriters DAC’s (Amtrust’s) handling of a claim made under her Build-Zone Structural Warranty Policy. Reference to Miss B and Amtrust throughout includes their respective agents and representatives. What ha... (4 pages)View decision -
Decision Reference DRN-5831285
11 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5831285 The complaint Mrs G complains about the way Liverpool Victoria Insurance Company Limited (LV) handled a claim under a home emergency insurance policy. What happened The details of this complaint are well-known to the parties, so I won’t repeat them here. Instead, I’ll focus ... (3 pages)View decision -
Decision Reference DRN-5887771
10 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5887771 The complaint Mr D complains about the service he received when he applied for a credit card with National Westminster Bank PLC (“NWB”). What happened In May 2025 Mr D applied for a credit card with NWB. Mr D was provisionally accepted for the card and was asked to send 3 mo... (2 pages)View decision -
Decision Reference DRN-5861501
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5861501 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (9 pages)View decision -
Decision Reference DRN-5961650
10 Feb 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-5961650 The complaint Mr H complains Tesco Underwriting Limited (Tesco) unfairly increased the cost of his policy premiums when he changed his car. Tesco are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Tesco ... (3 pages)View decision