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-5916999
3 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5916999 The complaint Miss H and Mr R complain that Admiral Insurance (Gibraltar) Limited declined their travel insurance claim and about its service. As Mr R has taken the lead on the claim and complaint I’ll refer to Mr R to include both complainants unless the facts require othe... (3 pages)View decision -
Decision Reference DRN-5944328
3 Feb 2026 Raylo Group Limited Not upheldConsumer CreditDRN-5944328 The complaint Mrs B is unhappy Raylo Group Limited is holding her liable for a hire agreement she says she didn’t take out. What happened Mrs B received a games console bundle through the post in January 2025. She says she didn’t buy the console, which was paid for with a 12... (3 pages)View decision -
Decision Reference DRN-6093875
3 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6093875 The complaint Miss C has complained Capital One (Europe) plc won’t refund her for five credit card transactions she didn’t authorise. What happened Miss C has held a credit card account with Capital One since September 2024. In October 2025 Miss C noticed five transactions o... (2 pages)View decision -
Decision Reference DRN-5910071
3 Feb 2026 Financial Administration Services Limited Not upheldInvestmentsDRN-5910071 The complaint Mr H complains about Financial Administration Services Limited (FASL). He says it delayed his transfer of a stocks and shares individual savings account (ISA) to a third party. He would like FASL to pay compensation for his investment losses, refund service fee... (3 pages)View decision -
Decision Reference DRN-6104776
3 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6104776 The complaint Mr R has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr R opened an account with Monzo in September 2021. In September 2022 Monzo blocked Mr R’s account after a few large credits were... (2 pages)View decision -
Decision Reference DRN-5841472
3 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5841472 The complaint Miss O complains that Barclays Bank UK PLC trading as Tesco Bank provided her with an unaffordable credit card. What happened Tesco Bank provided Miss O with a credit card with the following details: Date Event Credit limit November 2018 Original limit £3,200O... (4 pages)View decision -
Decision Reference DRN-5779581
3 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5779581 The complaint Miss B complains that Revolut Ltd blocked and closed her account without providing a proper explanation. She also complains that Revolut didn’t adhere to the time frame it set for her to provide information when it reviewed her account. What happened Miss B ha... (4 pages)View decision -
Decision Reference DRN-4911925
3 Feb 2026 Honeycomb Finance Limited Not upheldConsumer CreditDRN-4911925 The complaint Mrs W’s complaint is, in essence, that Honeycomb Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) decidin... (14 pages)View decision -
Decision Reference DRN-5976586
3 Feb 2026 Close Brothers Limited Not upheldConsumer CreditDRN-5976586 The complaint Mr S complains about payments he made towards a credit agreement he held with Close Brothers Limited (“CBL”) which he thinks should be refunded. What happened In October 2024, Mr S took out an insurance policy with a third-party insurance provider. To pay for ... (2 pages)View decision -
Decision Reference DRN-5971166
3 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5971166 The complaint Ms A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name, and then provided inadequate compensation after they agreed to remove the marker. What happened Ms A opened an account with Monzo in September 2... (3 pages)View decision