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 400694 results
-
Decision Reference DRN-6217653
8 Apr 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-6217653 The complaint Mr E complains about charges SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (who I’ll call Secure Trust) asked him to pay after he voluntarily terminated a finance agreement with them What happened The detailed background to this complaint is well... (2 pages)View decision -
Decision Reference DRN-6247079
8 Apr 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6247079 The complaint Mr K is unhappy about the way Zurich Insurance Company Limited handled a claim made under his travel insurance policy, after he was injured abroad and required emergency medical treatment. That includes the decision to ultimately decline a claim to cover medica... (4 pages)View decision -
Decision Reference DRN-6142579
8 Apr 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6142579 The complaint Mr C is unhappy that J.P.Morgan Europe Limited trading as Chase (“Chase”) won’t refund all the money he lost as a result of a scam. What happened I’m not going to cover all the points raised in detail. The view of 16 January 2026 covered the detailed timeline ... (4 pages)View decision -
Decision Reference DRN-6277719
8 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6277719 The complaint Ms A complains that Nationwide Building Society will not pay her the balance shown on paperwork relating to a bond account. What happened Ms A has paperwork to show that in 1993 she held a bond account with Nationwide with a balance of just under £38,000. Ms A ... (2 pages)View decision -
Decision Reference DRN-6200652
8 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6200652 The complaint Miss W complains Bank of Scotland plc trading as Halifax has added her details to Cifas – a fraud prevention database – and won’t remove them. What happened In September 2023, Miss W’s accounts received three payments that were later reported as having been ma... (2 pages)View decision -
Decision Reference DRN-6242381
8 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6242381 The complaint Mr V complains that Bank of Scotland plc trading as Halifax failed to tell him about Co-Servicing on his accounts and failed to answer his queries or to deal adequately with his complaint. What happened In December 2025, whilst abroad, Mr V noticed that his app... (3 pages)View decision -
Decision Reference DRN-6134963
8 Apr 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6134963 The complaint Mr N is unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim made on his travel insurance policy (‘the policy’) after he lost his phone. What happened Mr N lost his phone whilst abroad. After he returned to the UK, he made a claim under t... (3 pages)View decision -
Decision Reference DRN-6242659
8 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6242659 The complaint Miss D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t help her maximise her savings. She also complains about the fluctuating interest rate on her account. What happened Miss D opened a savings account with NatWest in 2018 and ... (3 pages)View decision -
Decision Reference DRN-6269463
8 Apr 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-6269463 The complaint Mrs V says HSBC UK Bank Plc irresponsibly lent to her. What happened Mrs V took out a loan from HSBC in July 2025 for £10,000 over 60 months with monthly repayments of £269.57. Our investigator did not uphold Mrs V’s complaint. She said HSBC’s checks were not p... (2 pages)View decision -
Decision Reference DRN-6274308
8 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-6274308 The complaint Miss F complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY managed her mortgage. She said it wouldn’t give her a new fixed interest rate deal on her existing mortgage term or allow her to extend the term, forcing her to pay more. What happened ... (5 pages)View decision