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-6169152
20 Feb 2026 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-6169152 The complaint Mr S complains about how a claim has been settled by Financial & Legal Insurance Company Ltd (F&L) on his motor warranty. What happened Mr S had a motor warranty with F&L. In April 2025, his car’s engine failed. Mr S contacted F&L who accepted t... (3 pages)View decision -
Decision Reference DRN-6095258
20 Feb 2026 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-6095258 The complaint Mr L complains that SECURE TRUST BANK PUBLIC LIMITED COMPANY, trading as Moneyway (“Moneyway”) placed a default on his account when he missed one payment. He says it’s affected interest rates available to him on subsequent borrowing, and he wants to be compensa... (4 pages)View decision -
Decision Reference DRN-6131528
20 Feb 2026 Royal London Mutual Insurance Society, Limited (THE) UpheldPensions and AnnuitiesDRN-6131528 The complaint Mr D complains that The Royal London Mutual Insurance Society Limited trading as Royal London provided incorrect information about the pricing method that would be used when he asked it to switch funds in his personal pension. He also complains about delays he ... (6 pages)View decision -
Decision Reference DRN-6138469
20 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6138469 The complaint Mr O complains about the actions of HSBC UK Bank Plc when he lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In early 2022 Mr O... (3 pages)View decision -
Decision Reference DRN-5816462
20 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5816462 The complaint Miss C complains that Monzo Bank Ltd (Monzo, hereinafter) hasn’t refunded the losses she’s incurred when falling victim to an Authorised Push Payment (APP) job task scam. What happened The facts are well known to both parties, so I have outlined the key detai... (10 pages)View decision -
Decision Reference DRN-6118447
20 Feb 2026 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-6118447 The complaint Mr S complains that Shawbrook Bank Limited wrongly closed all of his accounts. It reopened them when he complained but then misled him about his funding options. What happened Mr S opened 133 accounts with Shawbrook. Of these, 132 were ISAs, and the vast majori... (2 pages)View decision -
Decision Reference DRN-6141024
20 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6141024 The complaint Mr B and Mrs B complain that Santander UK Plc (Santander, hereinafter) hasn’t refunded the losses they’ve incurred when falling victim to an investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summar... (8 pages)View decision -
Decision Reference DRN-5910785
20 Feb 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5910785 The complaint Ms A is unhappy with how AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘Amex’) handled a dispute she raised through her credit card. What happened In May 2025 Ms A used an online travel agency (‘the agency’) to book some flights, and at the same time signed up to ... (4 pages)View decision -
Decision Reference DRN-6137540
20 Feb 2026 Marsh Finance Limited UpheldConsumer CreditDRN-6137540 The complaint Miss G complains about arrears that have been recorded, and arrears notifications she has been receiving from Marsh Finance Limited (Marsh Finance). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a b... (2 pages)View decision -
Decision Reference DRN-6166553
20 Feb 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-6166553 The complaint Mr V is unhappy that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Limited (Tandem) was of unsatisfactory quality. When I refer to what Mr V or Tandem have said or done, it should also be taken to include things said or done on... (6 pages)View decision