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
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Decision Reference DRN-6244084
1 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6244084 The complaint Mr D complains that Barclays Bank UK Plc won’t refund the money he lost to a flight ticket scam. Also, about the service they provided when he reported the scam. What happened Mr D was looking to travel overseas and found a cheaper flight for him and his famil... (4 pages)View decision -
Decision Reference DRN-6106516
1 Apr 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6106516 The complaint Mr G complains that Zopa Bank Limited reported missed payments on his credit file. What happened Mr G took out a loan with Zopa on 7 June 2022. The loan was for £25,000 with 48 monthly repayments of £707.10 per month. In June 2025 Mr G fell behind with his repa... (2 pages)View decision -
Decision Reference DRN-6186694
1 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6186694 The complaint Ms P has complained that HSBC UK Bank Plc trading as first direct (“First Direct”) wouldn’t cash in a cheque that had been issued using her maiden name. What happened Ms P went to pay in a cheque that had been issued in her maiden name, but First Direct staff s... (2 pages)View decision -
Decision Reference DRN-6268944
1 Apr 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6268944 The complaint Mr Y has complained about the quality of a van provided on finance by Oodle Financial Services Limited. What happened Both parties are familiar with the circumstances of this complaint, so I’ll briefly summarise them here. Mr Y sourced a used van from a deale... (4 pages)View decision -
Decision Reference DRN-6153117
1 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6153117 The complaint Mr B complains that Monzo Bank Limited loaded a negative fraud marker against him on the National Fraud Database. He’d like it removed and compensation for the impact. What happened Mr B had an account with Monzo. In January 2025 Mr B received several payments ... (2 pages)View decision -
Decision Reference DRN-6218343
1 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6218343 The complaint Mr G complains HSBC UK Bank Plc trading as first direct is unfairly restricting his account access as he can only make payments from his account if he obtains prior approval from first direct. What happened When he complained, first direct said it had a duty o... (2 pages)View decision -
Decision Reference DRN-6187028
1 Apr 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6187028 The complaint Ms K complains about AXA Insurance UK Plc’s service when handling her claim on her motorhome insurance policy. Initially Ms K’s named driver assisted her in bringing this complaint. However, since AXA responded to it she has engaged a representative to help her... (3 pages)View decision -
Decision Reference DRN-6013798
1 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6013798 The complaint Mr S is unhappy with charges applied to his credit card account by AMERICAN EXPRESS SERVICES EUROPE LIMITED (Amex). He feels they’re unfair. What happened Mr S holds a credit card account with Amex. The terms of the card account set out that if the balance of ... (2 pages)View decision -
Decision Reference DRN-6236151
1 Apr 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6236151 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited declined his travel insurance claim. What happened Mr A has annual multi trip travel insurance insured by Admiral. He and his family were on a trip in a country I’ll refer to as N. The first leg of thei... (4 pages)View decision -
Decision Reference DRN-6228885
1 Apr 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6228885 The complaint Mr J complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) has unfairly settled a contents claim related to a stolen watch under his home insurance policy. Any reference to Mr J or Admiral includes respective agents or representatives. What happened ... (4 pages)View decision