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-6031946
3 Feb 2026 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-6031946 The complaint Mr G has complained about the way a claim he made for minor repairs was handled under his smart repair insurance policy with Fortegra Europe Insurance Company Ltd. What happened Mr G made a claim under his smart repair insurance policy for minor damage to his c... (3 pages)View decision -
Decision Reference DRN-6121791
3 Feb 2026 Santander UK Plc UpheldMortgagesDRN-6121791 The complaint This complaint is about Mr S’ buy-to-let (BTL) mortgage with Santander UK Plc. He’s unhappy that Santander wrongly created an expectation that mortgage arrears that accrued between late 2023 and mid 2024 could be capitalised. What happened The details of this... (2 pages)View decision -
Decision Reference DRN-5865077
3 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5865077 The complaint Mr D is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. He’s been represented by a complaints manager and a family member at different stages of this complaint and to avoid potential confusion I’ll refer to all su... (4 pages)View decision -
Decision Reference DRN-5746418
3 Feb 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5746418 The complaint Mr B complains that THE CO-OPERATIVE BANK P.L.C. (‘Co-op’), won’t refund him the money he lost after he fell victim to a scam. 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 summary... (4 pages)View decision -
Decision Reference DRN-6064136
3 Feb 2026 LITHIA FINANCIAL SERVICES LIMITED Not upheldConsumer CreditDRN-6064136 The complaint Mrs B complains that Lithia Financial Service Limited trading as Evans Halshaw mis-sold a fixed sum loan agreement it brokered for her. What happened In November 2024, Mrs B purchased a second-hand vehicle from an Evans Halshaw dealership in cash. Mrs B explain... (3 pages)View decision -
Decision Reference DRN-6023473
3 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6023473 The complaint Mr D complains about the way TSB Bank Plc handled a claim for an incentive linked to his current account. He also complains that his card was blocked while abroad. What happened In August 2024 TSB launched a switching incentive offer. The incentive was made up ... (3 pages)View decision -
Decision Reference DRN-6124502
3 Feb 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6124502 The complaint Mr M complains about how a claim was handled by Zurich Insurance Company Ltd on his commercial van insurance policy. Throughout the claim and complaint process, Zurich have hired third parties to act on their behalf. In this decision, any reference to Zurich in... (3 pages)View decision -
Decision Reference DRN-5777842
3 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5777842 The complaint Mr B complains Nationwide blocked and later closed his account. He would like compensation for the way he was treated and for the block and closure. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. ... (2 pages)View decision -
Decision Reference DRN-6002164
3 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6002164 The complaint Miss B complains that Bank of Scotland plc trading as Halifax irresponsibly lent to her. What happened Miss B was approved for a Halifax credit card in July 2021, with a credit limit of £6,500. The credit limit was increased to £8,000 in January 2024. Miss B sa... (4 pages)View decision -
Decision Reference DRN-5619858
3 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5619858 The complaint Mr L complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) have declined to reimburse a payment he made as a result of an alleged scam. What happened In February 2025, bailiffs arrived at Mr L’s property requesting repayment for a debt. Th... (4 pages)View decision