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 401363 results
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Decision Reference DRN-6131044
17 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6131044 The complaint Miss G complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AESEL) rejected a claim she made under Section 75 of the Consumer Credit Act (Section 75). What happened In April 2025, Miss G purchased a packaged holiday through a supplier I’ll refer to as “T”.... (5 pages)View decision -
Decision Reference DRN-6207312
17 Apr 2026 Astrenska Insurance Limited UpheldInsuranceDRN-6207312 The complaint Mr and Mrs R are unhappy with the decisions taken by Astrenska Insurance Limited trading as Collinson Insurance after Mr R contacted it to declare a change in health after their annual, multi-trip, travel insurance policy had started. All reference to Astrensk... (3 pages)View decision -
Decision Reference DRN-6285438
17 Apr 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6285438 The complaint Mrs H complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin Money’) aren’t reporting her credit card account correctly with the Credit Reference Agencies (‘CRAs’) and won’t agree to write-off her debt. What happened The background to this complai... (4 pages)View decision -
Decision Reference DRN-6299697
17 Apr 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6299697 The complaint Mr M is unhappy that Barclays Bank UK PLC, trading as Barclaycard, reduced his credit limit and could not clearly or consistently explain why. What happened Mr M held a Barclaycard credit card with an agreed credit limit of £3,500. In October 2025, Barclaycard... (3 pages)View decision -
Decision Reference DRN-6142464
17 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6142464 The complaint Mrs B complains that Revolut Ltd has declined to reimburse the money she’s lost to an employment scam. What happened Mrs B opened a new Revolut account as part of the scam. I’ve listed the disputed activity on that account in the table below. Date Time Amount... (2 pages)View decision -
Decision Reference DRN-5824761
17 Apr 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5824761 The complaint Mr S has complained about the handling of a claim by Zurich Insurance Company Ltd under a bicycle insurance policy. What happened The investigator set out his findings to Mr S and recommended outcome as follows: The complaint You’re unhappy with how Zurich Insu... (4 pages)View decision -
Decision Reference DRN-5957257
17 Apr 2026 Ascot Lloyd Limited Not upheldInvestmentsDRN-5957257 The complaint Mr S complains about errors made by Ascot Lloyd Limited in a suitability report it issued after a financial review. This damaged his client relationship with the firm, and he doesn’t feel it has taken accountability for its errors. What happened In February 20... (4 pages)View decision -
Decision Reference DRN-6259287
17 Apr 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6259287 The complaint Miss H has complained about the service she received when she called Admiral Insurance (Gibraltar) Limited. What happened The background to this complaint is well known to the parties and not in dispute. In summary Miss H had insurance policies with Admiral. Fo... (2 pages)View decision -
Decision Reference DRN-6009900
17 Apr 2026 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-6009900 The complaint Mr H complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under his pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsibil... (4 pages)View decision -
Decision Reference DRN-6096475
17 Apr 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6096475 The complaint Mr J has complained about the quality of a car he acquired using finance from Stellantis Financial Services UK Limited. What happened On 14 August 2024, Mr J entered into a finance agreement with Stellantis for a used car. However, on 15 October 2024, he return... (2 pages)View decision