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-5777569
3 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5777569 The complaint Miss M complains that Capital One (Europe) plc unfairly defaulted her credit card account. What happened Towards the end of 2024 and into 2025, Miss M was going through some financial difficulties as a result of some issues she was having with her employment. ... (3 pages)View decision -
Decision Reference DRN-5914242
3 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5914242 The complaint Mr L is unhappy National Westminster Bank PLC will not refund the money he lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Mr L fell victim to a job/task scam. He... (3 pages)View decision -
Decision Reference DRN-6121557
3 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6121557 The complaint Ms F, Ms F and Mr W have complained that Zurich Insurance Company Ltd declined a claim they made on a travel insurance policy. As Mr W is leading on the complaint, and the claim relates to his loss, for ease, I will just be referring to him in this decision. ... (3 pages)View decision -
Decision Reference DRN-6079835
3 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6079835 Complaint Ms O complains that Moneybarn No.1 Ltd (trading as “Moneybarn”) unfairly entered into a conditional-sale agreement with her. She’s said the agreement was unaffordable for her. Background In March 2023, Moneybarn provided Ms O with finance for a used car. The cash ... (3 pages)View decision -
Decision Reference DRN-6021424
3 Feb 2026 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-6021424 The complaint Miss G complains that ZILCH TECHNOLOGY LIMITED incorrectly recorded adverse information on her credit file. What happened The background to this complaint is well-known to both parties. So, I don’t intend to set every detail out here. Rather, what follows is a... (2 pages)View decision -
Decision Reference DRN-5840436
3 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5840436 The complaint Mrs M complains about a remaining balance on a credit card she held with Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”), due to a repayment plan not being put in place when requested. What happened Mrs M held a credit card account with Tesco Bank. T... (3 pages)View decision -
Decision Reference DRN-6014613
3 Feb 2026 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-6014613 The complaint Mr B complains that after Phoenix Life Limited trading as Standard Life (referred to within this provisional decision as ‘ABRDN’), removed his former financial adviser from his pension wrap account, he was unable to reliably access his Self-Invested Personal Pe... (8 pages)View decision -
Decision Reference DRN-6120013
3 Feb 2026 RAC Insurance Limited UpheldInsuranceDRN-6120013 The complaint Mr L has complained that RAC Insurance Limited unfairly declined a claim on his European Breakdown Insurance policy. Reference to RAC includes the agents which acted for it while Mr L was abroad. What happened Mr L was on a trip in Europe when his car developed... (3 pages)View decision -
Decision Reference DRN-6010071
3 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6010071 The complaint Mr K complains that BMW Financial Services (GB) Limited trading as Alphera Financial Services (“AFS”) treated him unfairly after payments failed. What happened Mr K entered into a hire purchase agreement to acquire a car in April 2021. He agreed to make 47 pay... (4 pages)View decision -
Decision Reference DRN-5954572
3 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5954572 The complaint Miss W, who is represented by her mother, is complaining about the time and effort it took to get Bank of Scotland plc trading as Halifax to transfer her junior ISA to another provider. What happened Miss W had a junior ISA with Halifax which her mother set up ... (2 pages)View decision