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 393318 results
-
Decision Reference DRN-6055338
28 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6055338 The complaint Mrs S complains that Starling Bank Limited (“Starling”) failed to refundthat Mrs S lost as part of a scam. What happened Mrs S was contacted by a person who said could earn money by working for a company that I will call B. Mrs told that she would need to c... (3 pages)View decision -
Decision Reference DRN-6055421
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6055421 The complaint Mrs S complains that Revolut Ltd (“Revolut”) failed money that Mrs S lost a scam. What happened Mrs S was contacted by a person who said earn money by working for a company that I will call B. Mrs told that she would need to complete sets of online tasks an... (3 pages)View decision -
Decision Reference DRN-6056202
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6056202 The complaint Mrs E complains that Nationwide Building Society (‘Nationwide’) unfairly placed a block on her accounts and has not allowed her to add a new payee to one of her accounts. What happened The details of this complaint are well known to both parties, so I will jus... (3 pages)View decision -
Decision Reference DRN-6033619
28 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6033619 The complaint Mr B and Mrs B have complained that AXA Insurance UK Plc (AXA) unfairly settled a claim under their home insurance policy. What happened Mr B and Mrs B made a claim for an escape of water. This damaged the flooring in their living room. When AXA offered settle... (2 pages)View decision -
Decision Reference DRN-5805046
28 Jan 2026 Covea Insurance plc Not upheldInsuranceDRN-5805046 The complaint Mr H complained his policy was unfairly voided by Covea Insurance plc (“Covea”) because of a misrepresentation made when taking out the policy, which led to his claim not being considered. Mr H had representation for the complaint, but for ease and simplicity, ... (3 pages)View decision -
Decision Reference DRN-6109401
28 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6109401 The complaint Mr H complains HSBC UK Bank Plc didn’t provide him with copies of call recordings he requested under a Data Subject Access Request (DSAR). What happened I sent the parties a provisional decision in January 2025, in which I set out the following background infor... (6 pages)View decision -
Decision Reference DRN-6112286
28 Jan 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6112286 The complaint Mr M complains about the service he received from J.P. Morgan Europe Limited trading as Chase (Chase) during two telephone conversations he had with them. What happened Mr M had a bank account with Chase. He attempted to switch accounts to another provider, bu... (3 pages)View decision -
Decision Reference DRN-6020861
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6020861 The complaint Mrs M, who is represented by Mr M, complains that MONEYBARN NO.1 LIMITED trading as Moneybarn refused to let her reject a faulty car. I will refer to Mrs M throughout this decision rather than Mr M since she is the eligible complainant. What happened In Decembe... (3 pages)View decision -
Decision Reference DRN-5831514
28 Jan 2026 Irwell Insurance Company Limited Not upheldInsuranceDRN-5831514 The complaint A company, which I’ll refer to as T, complains that Irwell Insurance Company Limited did not cover in full a claim on its commercial legal protection policy. What happened A former employee took T to an employment tribunal, alleging unfair dismissal and disabil... (3 pages)View decision -
Decision Reference DRN-5888490
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5888490 The complaint Mr W complains that Nationwide Building Society (Nationwide) treated him unfairly when he was trying to undertake some balance transfers on his new credit card. What happened The background to this complaint is well known to all parties so I’ll just give a bro... (4 pages)View decision