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 391431 results
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Decision Reference DRN-6112588
28 Jan 2026 National House-Building Council Not upheldInsuranceDRN-6112588 The complaint Mr W complains about how National House-Building Council (NHBC) intends to settle a claim made under his Buildmark Policy. What happened Mr W owns a new build home in a building made up of residential flats and a commercial unit. It’s covered by a NHBC Buildma... (2 pages)View decision -
Decision Reference DRN-6099069
28 Jan 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6099069 The complaint Mr L complains that Barclays Bank UK PLC unfairly reduced the limit of his mortgage current account facility (MCA). What happened Mr L has a mortgage with Barclays. The mortgage has an MCA. That is a secured overdraft facility where the limit increases as the m... (3 pages)View decision -
Decision Reference DRN-5878425
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5878425 The complaint Mrs H and Mr H’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (8 pages)View decision -
Decision Reference DRN-5935089
28 Jan 2026 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5935089 The complaint Ms M is unhappy with Arch Insurance (UK) Limited’s decision to decline her claim for her child’s medical care. What happened Ms M has travel medical insurance with Arch Insurance. She’d been working abroad since 2022 and became pregnant during that time. Ms M p... (4 pages)View decision -
Decision Reference DRN-6055338
28 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6055338 The complaint Mrs S complains that Starling Bank Limited (“Starling”) failed to refundthat Mrs S lost as part of a scam. What happened Mrs S was contacted by a person who said could earn money by working for a company that I will call B. Mrs told that she would need to c... (3 pages)View decision -
Decision Reference DRN-6055421
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6055421 The complaint Mrs S complains that Revolut Ltd (“Revolut”) failed money that Mrs S lost a scam. What happened Mrs S was contacted by a person who said earn money by working for a company that I will call B. Mrs told that she would need to complete sets of online tasks an... (3 pages)View decision -
Decision Reference DRN-6056202
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6056202 The complaint Mrs E complains that Nationwide Building Society (‘Nationwide’) unfairly placed a block on her accounts and has not allowed her to add a new payee to one of her accounts. What happened The details of this complaint are well known to both parties, so I will jus... (3 pages)View decision -
Decision Reference DRN-6033619
28 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6033619 The complaint Mr B and Mrs B have complained that AXA Insurance UK Plc (AXA) unfairly settled a claim under their home insurance policy. What happened Mr B and Mrs B made a claim for an escape of water. This damaged the flooring in their living room. When AXA offered settle... (2 pages)View decision -
Decision Reference DRN-5805046
28 Jan 2026 Covea Insurance plc Not upheldInsuranceDRN-5805046 The complaint Mr H complained his policy was unfairly voided by Covea Insurance plc (“Covea”) because of a misrepresentation made when taking out the policy, which led to his claim not being considered. Mr H had representation for the complaint, but for ease and simplicity, ... (3 pages)View decision -
Decision Reference DRN-6109401
28 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6109401 The complaint Mr H complains HSBC UK Bank Plc didn’t provide him with copies of call recordings he requested under a Data Subject Access Request (DSAR). What happened I sent the parties a provisional decision in January 2025, in which I set out the following background infor... (6 pages)View decision