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-6168456
20 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6168456 The complaint A company I’ll call C complains that Metro Bank PLC (Metro) blocked its account without notice, then closed the account and deducted various sums, before returning a reduced balance to C. C is represented by its director, Mr C. What happened On 29 July 2024, Me... (7 pages)View decision -
Decision Reference DRN-6170571
20 Feb 2026 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-6170571 The complaint Interactive Brokers (U.K.) Limited (IB) allowed Mr T to purchase a non-qualifying investment inside his Individual Savings Account (ISA), which caused him a loss when he was later required by IB to sell it. What happened Mr T invested in shares I’ll refer to a... (3 pages)View decision -
Decision Reference DRN-6168484
20 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6168484 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited unfairly opened a claim against him under his motor insurance policy. What happened Mr C had a motor insurance policy with Admiral. In October 2024, a third party contacted Admiral alleging Mr C had reve... (5 pages)View decision -
Decision Reference DRN-6089646
20 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6089646 The complaint Mr R complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he lost to an authorised push payment (‘APP’) investment scam. Mr R referred the complaint with the help of a representative. However, for ease of reading, I’ll refer to Mr R in the m... (6 pages)View decision -
Decision Reference DRN-6065624
20 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6065624 The complaint Mr B complains about the terms AXA Insurance UK Plc applied to his buildings insurance policy at renewal following a subsidence claim. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in disput... (4 pages)View decision -
Decision Reference DRN-6068210
20 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6068210 The complaint Mr A complains about the way HSBC UK Bank Plc administered his credit card account and provided him information about it. What happened Mr A has raised a panoply of concerns about HSBC’s treatment of his credit card account, including its closure and the fact t... (2 pages)View decision -
Decision Reference DRN-5943038
20 Feb 2026 Newline Insurance Company Limited UpheldInsuranceDRN-5943038 The complaint Mr P complains a claim was unfairly declined by Newline Insurance Company Limited on his motor warranty. Mr P also complains that Newline Insurance Company Limited caused a data breach. What happened Mr P bought a second-hand van in mid-February 2025. The follo... (3 pages)View decision -
Decision Reference DRN-6151259
20 Feb 2026 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-6151259 The complaint Mr S complains the motorbike he acquired financed through a hire purchase agreement with First Response Finance Limited (“First Response”) wasn’t of satisfactory quality. What happened On 13 November 2024 Mr S acquired a motorbike financed through a hire purcha... (4 pages)View decision -
Decision Reference DRN-6144477
20 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6144477 The complaint Mr C complains about AXA Insurance UK Plc’s service following a claim he made on his motor insurance policy. Mr C is the policyholder and main driver, his wife – Mrs C – is the named driver. Mrs C has assisted Mr C in making the claim and bringing the complaint... (4 pages)View decision -
Decision Reference DRN-5928311
20 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5928311 The complaint Mr S complains that Monzo Bank Ltd allowed gambling transactions to be processed on his account via a third-party payment service, even though he had a gambling block in place. Mr S is unhappy that Monzo failed to offer him support when he was spending compuls... (6 pages)View decision