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-5795720
6 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5795720 The complaint Miss H complains that Barclays Bank UK PLC (“Barclays”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detail here. But in summary, I u... (3 pages)View decision -
Decision Reference DRN-5961073
6 Feb 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5961073 The complaint Mrs A complains Watford Insurance Company Europe Limited (Watford) provided a poor level of service after a claim was made on her motor insurance policy. Watford are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions ... (3 pages)View decision -
Decision Reference DRN-5999455
6 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5999455 The complaint Ms B complains that Clydesdale Bank Plc trading as Virgin Money have a technical fault with their app. What happened Ms B uses the ‘savings pot’ feature on the Virgin app which allows her to display the money in her savings account against different savings goa... (2 pages)View decision -
Decision Reference DRN-5895876
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5895876 The complaint Miss T is complaining that Revolut Ltd hasn’t refunded payments that were made when she fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint so I’ll only summarise them briefly here. Miss T received a call from ... (3 pages)View decision -
Decision Reference DRN-5771690
6 Feb 2026 Redmayne-Bentley Not upheldInvestmentsDRN-5771690 The complaint Mr K complains that Redmayne-Bentley LLP (RB) failed to treat him fairly when facilitating the sale of some of his Venture Capital Trust (VCT) holdings. He says RB should have warned him that selling the shares would result in him having to repay back income ta... (3 pages)View decision -
Decision Reference DRN-6135419
6 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6135419 The complaint Ms B complains Starling Bank Limited didn’t do enough when a member of the public called to say they’d found her lost wallet. What happened Ms B has an account with Starling Bank with a debit card. In February 2025 Ms B lost her wallet – containing her Starling... (2 pages)View decision -
Decision Reference DRN-6132887
6 Feb 2026 Fairscore Ltd UpheldConsumer CreditDRN-6132887 The complaint Mr C complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to him. What happened Mr C was provided with three loans by Updraft. He raised a complaint with Updraft about the second and third loans provided in September 2024, and Januar... (5 pages)View decision -
Decision Reference DRN-5743148
6 Feb 2026 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-5743148 The complaint Ms and Mr V complain State Bank of India (UK) Limited (SBI) won’t refund transactions made on their account which they did not authorise. Ms V holds the account in question jointly with her son, Mr V. What happened Ms and Mr V dispute two withdrawals totallin... (4 pages)View decision -
Decision Reference DRN-6135445
6 Feb 2026 Tradex Insurance Company PLC UpheldInsuranceDRN-6135445 The complaint Mr T has complained about the way his commercial vehicle insurer, Tradex Insurance Company PLC (‘Tradex’), dealt with a claim that was made against his policy by a third party. What happened I issued a provisional decision regarding this complaint last month. ... (5 pages)View decision -
Decision Reference DRN-6127607
6 Feb 2026 AWP P&C S.A. UpheldInsuranceDRN-6127607 The complaint Mr O complains about AWP P&C S.A.’s (AWP) decline of his travel insurance claim. My references to AWP include its claim handling agents. What happened Mr O had single trip travel insurance, insured by AWP. On 20 May 2025 he arrived home from his trip and on... (5 pages)View decision