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 401363 results
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Decision Reference DRN-6152344
10 Apr 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6152344 The complaint Mr A and Mrs B complain Bank of Scotland plc trading as Halifax lost forms containing their personal and financial details and failed to investigate what had happened properly. What happened Mr A and Mrs B have a joint account with Halifax. Mr A and Mrs B say t... (2 pages)View decision -
Decision Reference DRN-6148891
10 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6148891 The complaint Mr M complains that HSBC UK Bank Plc trading as first direct (First Direct) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in det... (2 pages)View decision -
Decision Reference DRN-5942951
10 Apr 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-5942951 The complaint Mrs B and Mr B complain about AmTrust Specialty Limited’s decision to decline a claim made under the new-build property warranty. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, focussing ... (4 pages)View decision -
Decision Reference DRN-6249916
10 Apr 2026 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-6249916 The complaint Mrs W complains, via a representative, Shawbrook Bank Limited didn’t tell her her Individual Savings Account (ISA) was due to mature. What happened Mrs W said her fixed rate cash ISA with Shawbrook matured in December 2024, without Shawbrook sending any ‘meani... (3 pages)View decision -
Decision Reference DRN-6282925
10 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6282925 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”) and (2)... (15 pages)View decision -
Decision Reference DRN-6276721
10 Apr 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-6276721 The complaint Mrs H has complained that Advantage Insurance Company Limited cancelled her home insurance policy and required her to pay the balance of the annual premium. What happened When Mrs H first took out a home insurance policy with Advantage in 2021, she told it she... (3 pages)View decision -
Decision Reference DRN-6256132
10 Apr 2026 SiriusPoint International Insurance Corporation Not upheldInsuranceDRN-6256132 The complaint Mr D has complained that SiriusPoint International Insurance Corporation has declined a claim under his travel insurance policy. What happened The background to this complaint is well known to the parties so I won’t all the details again here. In summary Mr D w... (3 pages)View decision -
Decision Reference DRN-6199971
10 Apr 2026 Tesla Financial Services Limited Not upheldConsumer CreditDRN-6199971 The complaint Mr A complains that Tesla Financial Services Limited (“Tesla”) paid penalty charges that had been incurred on a car provided to him under a hire agreement without first notifying him of the charges. What happened Mr A hired a car from Tesla under a hire agreeme... (3 pages)View decision -
Decision Reference DRN-6079277
10 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6079277 The complaint Mrs W has complained about how National Westminster Bank Public Limited Company (NatWest) handled a refund claim she made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings b... (2 pages)View decision -
Decision Reference DRN-5780355
10 Apr 2026 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5780355 The complaint Mr M complains that Kroo Bank Ltd allowed transactions on his account which he says he didn’t authorise. Background The facts of this complaint are well known to both parties so I will only briefly summarise them here. Mr M says he received a call from someb... (3 pages)View decision