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
-
Decision Reference DRN-5957639
24 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5957639 The complaint T, a limited company, is unhappy with the fact National Westminster Bank Public Limited Company withheld an incoming payment it was due to receive. It’s also unhappy with the service provided whilst it was trying to arrange for the payment to be released. Mr E... (4 pages)View decision -
Decision Reference DRN-6176992
24 Feb 2026 BISL Limited UpheldInsuranceDRN-6176992 The complaint Ms S has complained that BISL Limited (“BISL”) charged her incorrectly for her motor insurance policy, following notification of what it said was an undisclosed claim, and that this has caused her considerable distress and inconvenience. What happened In Novemb... (4 pages)View decision -
Decision Reference DRN-5979637
24 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5979637 The complaint Mr B complains about the administration and the customer service BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) has provided in relation to an agreement held with them. What happened In September 2023, Mr B acquired a use... (3 pages)View decision -
Decision Reference DRN-6056727
24 Feb 2026 AmTrust Specialty Limited UpheldInsuranceDRN-6056727 The complaint Ms R and Mr R complain about the way AmTrust Specialty Limited (‘AmTrust’) handled an escape of water claim they made on their property insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again i... (7 pages)View decision -
Decision Reference DRN-6039508
24 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6039508 The complaint Miss F complains a member of staff at Starling Bank Limited accessed her data and posted it online causing her immense distress and inconvenience. What happened Miss F has an account with Starling Bank and has done so since 2023. In September 2025 Miss F contac... (2 pages)View decision -
Decision Reference DRN-5998770
24 Feb 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-5998770 The complaint Mrs B is unhappy with how Domestic & General Insurance Plc (D&G) has handled her claim under an appliance warranty policy. What happened In October 2023, Mrs B took out warranty cover for her washing machine and D&G is the underwriter on the policy.... (3 pages)View decision -
Decision Reference DRN-5943782
24 Feb 2026 Epayments Systems Ltd UpheldBanking and PaymentsDRN-5943782 The complaint X complains Epayments Systems Ltd (“Epayments”) restricted his account and withheld the funds held in it. What happened On 11 February 2020 the regulator, The Financial Conduct Authority (FCA), placed limitations on Epayments. As a result, Epayments were not a... (4 pages)View decision -
Decision Reference DRN-6001414
24 Feb 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-6001414 The complaint Mr C has complained that the settlement he received from his insurer, Acromas Insurance Company Limited (‘Acromas’), after his car was declared a total loss was too low. What happened In August 2025 Mr C’s car was damaged by a falling tree. He made a claim on ... (3 pages)View decision -
Decision Reference DRN-6175745
24 Feb 2026 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-6175745 The complaint Mr and Mrs E complain that THE CO-OPERATIVE BANK P.L.C. (Co-op Bank) misled them about the interest rate on their prospective investment as a result of which they had to go to a lot of trouble to transfer their funds out. What happened In a meeting at the branc... (4 pages)View decision -
Decision Reference DRN-6145559
24 Feb 2026 THE CO-OPERATIVE BANK P.L.C. UpheldMortgagesDRN-6145559 The complaint Ms S complains that THE CO-OPERATIVE BANK P.L.C. trading as Platform dealt poorly with her request for payments on her mortgage to be deferred and didn’t give her an answer. What happened In late 2024 Ms S’s mortgage with Platform fell into arrears. In February... (4 pages)View decision