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-5914029
8 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5914029 The complaint Mrs R and Mr W complain on behalf of the estate of the late Mr R that Barclays Bank PLC caused the estate inconvenience, frustration and caused the executors stress by the poor performance of Barclays’ ISA team in its handling of the various ISA transfers. Wha... (5 pages)View decision -
Decision Reference DRN-5771857
8 Jan 2026 ONMO Limited UpheldBanking and PaymentsDRN-5771857 The complaint Mr G complains that ONMO Limited failed to refund disputed transactions that occurred on his account. He’d like the funds returned and compensation for the impact caused. What happened Mr G had an account with ONMO. In 2024 Mr G raised several transactions as f... (2 pages)View decision -
Decision Reference DRN-5818549
8 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5818549 The complaint Mr A is unhappy that Santander UK Plc failed to sufficiently protect him from falling victim to what he argues was an authorised push payment (APP) scam. As well as failing to then compensate him after informing it of the scam. What happened The details of Mr ... (4 pages)View decision -
Decision Reference DRN-5820583
8 Jan 2026 RAC FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5820583 The complaint Miss B complains about RAC FINANCIAL SERVICES LIMITED (RAC) refusing to refund a premium after her breakdown policy automatically renewed, which she says happened without her consent. She wants RAC to refund the full premium. References to RAC in this decision... (3 pages)View decision -
Decision Reference DRN-6058907
8 Jan 2026 HSBC UK Bank Plc Not upheldMortgagesDRN-6058907 The complaint Mr B complains that HSBC UK Bank Plc has recorded incorrect information about his mortgage on his credit file. What happened Mr B has a mortgage with HSBC. The mortgage is in two parts. It was set up that way from the start, in 2019. Mr B took a mortgage to pur... (7 pages)View decision -
Decision Reference DRN-5818546
8 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5818546 The complaint Mr A is unhappy that Lloyds Bank PLC failed to sufficiently protect him from falling victim to what he argues was an authorised push payment (APP) scam. He also complains Lloyds failed to then compensate him after he informed it of the scam. What happened The d... (4 pages)View decision -
Decision Reference DRN-5818543
8 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5818543 The complaint Mr A is unhappy that HSBC UK Bank Plc failed to sufficiently protect him from falling victim to what he argues was an authorised push payment (APP) scam. As well as failing to then compensate him after informing it of the scam. What happened The details of Mr ... (4 pages)View decision -
Decision Reference DRN-5818557
8 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5818557 The complaint Mr A is unhappy that Bank of Scotland plc trading as Halifax failed to sufficiently protect him from falling victim to what he argues was an authorised push payment (APP) scam. As well as failing to then compensate him after informing it of the scam. What happ... (3 pages)View decision -
Decision Reference DRN-5718059
8 Jan 2026 Vida Bank Limited Not upheldMortgagesDRN-5718059 The complaint Mr B complains that Vida Bank Limited declined his application for a Transfer of Equity to remove his ex-partner from the mortgage. Mr B has said that he has been paying the mortgage on his own for a significant amount of time and believes it’s affordable in hi... (2 pages)View decision -
Decision Reference DRN-6040396
8 Jan 2026 Insured Health Ltd Not upheldInsuranceDRN-6040396 The complaint Mr and Mrs R complain that Insured Health Ltd mis-sold them a private medical insurance policy. What happened Mr and Mrs R bought a private medical insurance policy from Insured Health in 2024, to replace their existing insurance. Mr and Mrs R subsequently made... (2 pages)View decision