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 130193 results
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Decision Reference DRN-6148613
13 Feb 2026 Bank of Scotland Plc UpheldMortgagesDRN-6148613 The complaint Mr S complains about the way Bank of Scotland plc trading as Intelligent Finance (IF) has managed his offset mortgage. In particular, he doesn’t think it fair that he’s been charged interest even when the borrowing balance is fully offset by the savings balance... (4 pages)View decision -
Decision Reference DRN-6152682
13 Feb 2026 Astrenska Insurance Limited UpheldInsuranceDRN-6152682 The complaint Mr Q has complained about how Astrenska Insurance Limited (Astrenska) dealt with a claim under an appliance warranty. What happened Mr Q made a claim for his dishwasher. An engineer visited and repaired it. About two months later, Mr Q contacted Astrenska beca... (4 pages)View decision -
Decision Reference DRN-5598937
13 Feb 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-5598937 The complaint M Ltd complains that Zempler Bank Limited (“Zempler”) won’t reimburse money it lost as a result of a scam. What happened As it was one of M Ltd’s directors – Mr C – that interacted with the fraudsters, for ease I’ve generally referred to him throughout this de... (11 pages)View decision -
Decision Reference DRN-6141934
13 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6141934 The complaint Miss S complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss S was approved for a Vanquis credit card in April 2025, with a £3,000 credit limit. Miss S says that Vanquis irresponsibly lent to her. Miss S made a complaint to Vanquis, ... (3 pages)View decision -
Decision Reference DRN-5897029
13 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5897029 The complaint Mr and Mrs Q complain that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed the funds they lost when they fell victim to what they believe was a property investment scam. What happened Mr and Mrs Q were introduced to a property development/investment compan... (6 pages)View decision -
Decision Reference DRN-6011473
13 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6011473 The complaint Mr F’s representative complains on his behalf that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined to settle his claim on his motor insurance policy. Reference to Mr F, or his representative, will include the other. There are several parties... (3 pages)View decision -
Decision Reference DRN-6151896
13 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6151896 The complaint Mrs J complains that NewDay Ltd trading as John Lewis Credit Card have irresponsibly lent to her. What happened Mrs J was approved for a John Lewis credit card in December 2023, with a £1,200 credit limit. The credit limit was increased a further three times: i... (4 pages)View decision -
Decision Reference DRN-6149345
13 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6149345 The complaint Mr W complains that Monzo Bank Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both pa... (4 pages)View decision -
Decision Reference DRN-6076625
13 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6076625 The complaint Mr M and Mrs P complain that AXA Insurance UK Plc (“AXA”) has unfairly handled a claim made under their home insurance policy. Any reference to Mr M, Mrs P or AXA includes respective agents or representatives. What happened The background of this complaint is w... (4 pages)View decision -
Decision Reference DRN-6144406
13 Feb 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-6144406 The complaint Mr A complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Mr A's complaint. I’ve copied t... (5 pages)View decision