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-6158134
17 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6158134 The complaint Mr O complains Metro Bank PLC unfairly closed his accounts and unfairly reported negative payment markers to credit reference agencies. He wants compensation for the impact this had on him. What happened The facts that led to Mr O bringing this complaint to ou... (3 pages)View decision -
Decision Reference DRN-4603091
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4603091 The complaint Mr D and Mrs J complaint is, in essence, that Shawbrook Bank Limited (“Shawbrook”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (“CCA”) and (2) deciding against ... (8 pages)View decision -
Decision Reference DRN-6117799
17 Feb 2026 Legal and General Assurance Society Limited UpheldInsuranceDRN-6117799 The complaint Miss I complains because Legal and General Assurance Society Limited (‘L&G’) hasn’t paid her income protection insurance claim. What happened Miss I is insured under a group income protection insurance policy, provided by L&G. Miss I was absent from wor... (6 pages)View decision -
Decision Reference DRN-6031788
17 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6031788 The complaint Mr I complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he says was lost as the result of a scam. What happened Mr I used a company I’ll refer to as F to install a bespoke kitchen and four custom wardrobes. The work was due to start in Apr... (2 pages)View decision -
Decision Reference DRN-6158131
17 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6158131 The complaint Mr J is unhappy American Express Services Europe Limited (‘Amex’) would not remove a credit card late-payment marker from his credit file. Mr J says Amex did not treat him fairly and they were inflexible in their dealings with him. What happened I issued my pr... (7 pages)View decision -
Decision Reference DRN-6158125
17 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6158125 The complaint Miss P complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money she 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’... (5 pages)View decision -
Decision Reference DRN-6099969
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6099969 The complaint Mr B complains that American Express Services Europe Limited (AESEL) cancelled his cards. What happened Mr B held some accounts with AESEL, including a British Airways card and a Gold charge card. On 11 July 2025 AESEL sent an email to Mr B advising him that a ... (2 pages)View decision -
Decision Reference DRN-6115771
16 Feb 2026 Zurich Insurance PLC Not upheldInsuranceDRN-6115771 The complaint Mr C complains that Zurich Insurance PLC unfairly declined his buildings insurance claim after his property was flooded. What happened Mr C held a buildings insurance policy with Zurich. In November 2025, Mr C’s home was damaged when a nearby river burst its ba... (2 pages)View decision -
Decision Reference DRN-6152678
16 Feb 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6152678 The complaint Miss M and Mr R complain about Inter Partner Assistance SA’s (IPA) settlement of their travel insurance claim and its service. My references to IPA include its agents. As Mr R has led the claim and complaint I’ll refer to Mr R as meaning both complainants unle... (10 pages)View decision -
Decision Reference DRN-6114362
16 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6114362 The complaint Mrs H has complained about AXA Insurance UK Plc trading as Moja’s service after she complained on her motor insurance policy. In particular she says it caused delays and didn't communicate appropriately with her. What happened Mrs H was in an accident in S... (2 pages)View decision