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 392389 results
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Decision Reference DRN-6131869
10 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6131869 The complaint Miss A complains National Westminster Bank Public Limited Company (“NatWest”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them i... (3 pages)View decision -
Decision Reference DRN-5786383
10 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5786383 The complaint Mr and Mrs A complain Lloyds Bank General Insurance Limited isn’t settling a claim against their home insurance policy fairly. Mr and Mrs A are represented, but for ease of reading I will refer to Mr and Mrs A throughout this decision. References to Lloyds inc... (2 pages)View decision -
Decision Reference DRN-5999405
10 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5999405 The complaint Mr S complains that Monzo Bank Ltd, trading as Monzo, won’t refund the money he lost to an investment scam. Mr S is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well know... (2 pages)View decision -
Decision Reference DRN-6140835
10 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6140835 The complaint Mrs S complains about the quality of a vehicle she acquired through a hire purchase agreement financed by CA Auto Finance UK Limited trading as CA Auto Finance (CA). What happened In November 2024 Mrs S acquired a used car through a hire purchase agreement. Th... (5 pages)View decision -
Decision Reference DRN-5938899
10 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5938899 The complaint Miss S complains that Zurich Insurance Company Ltd declined her travel insurance claim and about its service. What happened Miss S had travel insurance insured by Zurich. Her inbound flight to the UK from Europe was delayed by 1 hour 26 minutes due to air traf... (4 pages)View decision -
Decision Reference DRN-6091021
10 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6091021 The complaint Mr R complains about a missing payment he sent from his account, held with HSBC UK Bank Plc trading as first direct. He also complains about the general service he received while trying to trace the payment. What happened Prior to a holiday abroad, Mr R sent th... (2 pages)View decision -
Decision Reference DRN-5869932
10 Feb 2026 Paragon Bank Plc Not upheldMortgagesDRN-5869932 The complaint Mr and Mrs M have complained about a secured (second charge) loan they hold. They say they’re not challenging the existence of the original loan; they’re just challenging the right of Paragon Bank Plc to enforce it without demonstrating legal title or complianc... (6 pages)View decision -
Decision Reference DRN-6112008
10 Feb 2026 Tradex Insurance Company PLC Not upheldInsuranceDRN-6112008 The complaint Mr B complains about how Tradex Insurance Company PLC settled a claim on his motor insurance policy. What happened Mr B held a motor insurance policy with Tradex. During bad weather Mr B hit a parked car while reversing. Mr B complains about how Tradex settled ... (2 pages)View decision -
Decision Reference DRN-5833812
10 Feb 2026 Utility Warehouse Limited Not upheldInsuranceDRN-5833812 The complaint Mr and Mrs B complain Utility Warehouse Limited (“UWL”) has provided them with misinformation about how much they can expect to pay for their home emergency policy. As Mrs B is leading on this complaint, I’ve referred to her throughout my decision. What happene... (2 pages)View decision -
Decision Reference DRN-5996021
10 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5996021 The complaint Mr G is unhappy OAKBROOK FINANCE LIMITED trading as Finio Loans provided him with three loans that were unaffordable. What happened Oakbrook provided Mr G with four loans: • Loan one in February 2022 for £2,000. This was due to be repaid in 12 monthly instalm... (4 pages)View decision