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 130332 results
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Decision Reference DRN-5833797
25 Feb 2026 Epayments Systems Ltd UpheldBanking and PaymentsDRN-5833797 The complaint P, a limited company complains Epayments Systems Ltd (“Epayments”) should compensate them for being unfairly deprived of their funds. P’s complaint has been brought to our service by its Director, Mr M. What happened On 11 February 2020 the regulator, The Fina... (3 pages)View decision -
Decision Reference DRN-5950376
25 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5950376 The complaint S, a limited company, has complained National Westminster Bank Public Limited Company did nothing to identify and stop a fraudulent payment being made to one of their customer’s accounts. What happened S operates overseas as a brokerage company and holds an acc... (3 pages)View decision -
Decision Reference DRN-6177598
25 Feb 2026 Collingwood Insurance Company Ltd UpheldInsuranceDRN-6177598 The complaint Miss M complains that Collingwood Insurance Company Ltd (“CICL”) mishandled her motor insurance policy. What happened Miss M was a learner driver. She used an insurance intermediary or broker associated with CICL to buy a learner driver policy for the year fro... (5 pages)View decision -
Decision Reference DRN-6154882
25 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6154882 The complaint Ms F complains about the action Bank of Scotland plc trading as Halifax took in relation to suspected security breaches on her account. She complains her card was blocked and that she spent a lot of time trying to resolve the issue. What happened Ms F was attem... (3 pages)View decision -
Decision Reference DRN-6102224
25 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6102224 The complaint Mr E makes a number of complaints in relation to his Monzo Bank Ltd (‘Monzo’) Flex credit account including about the recording of a missed payment marker on his credit file. What happened Mr E has a Flex account with Monzo with a credit overdraft limit of £1,5... (3 pages)View decision -
Decision Reference DRN-6178336
25 Feb 2026 Covea Insurance plc UpheldInsuranceDRN-6178336 The complaint Mr and Mrs P think their home insurance premium was unfairly increased by Covea Insurance plc (“Covea”) at renewal. What happened As Mr and Mrs P’s renewal was approaching, they contacted their broker (B1) to notify it of some changes to their circumstances / n... (3 pages)View decision -
Decision Reference DRN-5914121
25 Feb 2026 Zurich Assurance Ltd UpheldInsuranceDRN-5914121 The complaint Mrs K is unhappy that Zurich Assurance Ltd (Zurich) cancelled her life insurance policy. What happened Mrs K took out a life insurance policy with Zurich for a sum insured of £200,000 and monthly premium of £16.67 over a 50-year term. The policy began on 28 Ju... (3 pages)View decision -
Decision Reference DRN-5837809
24 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5837809 The complaint Mr and Mrs P, complain that HSBC UK Bank Plc won’t reimburse them after they lost money to what they consider to be an investment scam. For ease of reading and as he’s done most of the correspondence on the complaint, I’ll mostly just refer to Mr P where I mean... (6 pages)View decision -
Decision Reference DRN-5837840
24 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5837840 The complaint A limited company, D, complains that HSBC UK Bank Plc won’t reimburse it after it lost money to what it considers to be an investment scam. Mr P is a director of D and has brought the complaint on its behalf. What happened As the circumstances leading up to thi... (6 pages)View decision -
Decision Reference DRN-6177998
24 Feb 2026 TSB Bank plc UpheldBanking and PaymentsDRN-6177998 The complaint Mr P complains that TSB Bank plc lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr P applied for a TSB credit card in Ma... (4 pages)View decision