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
-
Decision Reference DRN-6119561
30 Jan 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6119561 The complaint Mr M is unhappy that Inter Partner Assistance SA (‘IPA’) declined a cancellation claim made under his travel insurance policy (‘the policy’). Mr M says he didn’t make his trip because of illness. What happened Earlier in January 2026, I issued my provisional d... (3 pages)View decision -
Decision Reference DRN-5754443
30 Jan 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-5754443 The complaint Mr O complains that Marshmallow Insurance Limited unfairly applied a no claims discount (NCD) when offering him a motor insurance policy and then charged him an additional premium after removing that discount. What happened Mr O was looking for a motor insuranc... (3 pages)View decision -
Decision Reference DRN-5745704
30 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5745704 The complaint Mr L is unhappy that Monzo Bank Ltd (‘Monzo’) has decided not to refund the money he lost, to what he believes was an authorised push payment (‘APP’) purchase scam. What happened The background to this complaint is well known to both parties. So, I won’t repea... (4 pages)View decision -
Decision Reference DRN-5817764
30 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5817764 The complaint Mr W complains that Barclays Bank UK PLC (‘Barclays’) declined to reimburse him when he fell victim to an authorised push payment (‘APP’) scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail ... (3 pages)View decision -
Decision Reference DRN-5871309
30 Jan 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-5871309 The complaint Mr and Mrs B complain that when they ported their mortgage Barclays Bank UK PLC assured them they’d be mortgage free in 2025. In fact, part of the balance is outstanding. Mr and Mrs B ask that Barclays waives the unpaid balance, refunds the lump sum repayment t... (4 pages)View decision -
Decision Reference DRN-5967271
30 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5967271 The complaint Mr L complains National Westminster Bank Public Limited Company (“NatWest”) has reported adverse information on his credit file. What happened In August 2018, Mr L took a personal loan with NatWest repayable over eight years. In April 2025, Mr L spoke with Nat... (2 pages)View decision -
Decision Reference DRN-5964652
30 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5964652 The complaint Ms H complained about how Bank of Scotland plc (“BOS”) responded to a claim to refund the cost of a dental procedure. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. In March 2024 M... (3 pages)View decision -
Decision Reference DRN-5830907
30 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5830907 The complaint Mr K complains that Vanquis Bank Limited unfairly defaulted his credit card and recorded this on his credit file. What happened The parties are familiar with the background of this complaint so I will summarise it here which reflects my informal remit. Mr K hel... (3 pages)View decision -
Decision Reference DRN-5836838
30 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5836838 The complaint Miss D complaint Evergreen Finance London Limited trading as MoneyBoat.co.uk lent to her when she could not afford to repay it. She says the loan was lent irresponsibly. What happened On October 2024 Miss M took one loan for £500 from MoneyBoat and was due to r... (2 pages)View decision -
Decision Reference DRN-6086192
30 Jan 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6086192 The complaint Mr and Mrs A have complained that Inter Partner Assistance SA (‘IPA’) unfairly declined their claim and cancelled their policy. What happened Mr and Mrs A bought a travel insurance policy, underwritten by IPA. They cancelled a trip as Mrs A was diagnosed with c... (3 pages)View decision