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-6023446
30 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6023446 The complaint Miss R complains about the amount of redress she has been offered, following Monzo’s lack of support after she’d informed them of her vulnerabilities following a fraud claim. What happened On 5 November 2025 Miss R went onto Monzo’s chat to reinstate a fraud cl... (3 pages)View decision -
Decision Reference DRN-5950824
30 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5950824 The complaint Mr G complains about HSBC Bank Plc. He says that he has been the victim of a scam and would like HSBC to refund him the money he has lost as a result. What happened Mr G came across an investment company I will refer to as ‘B’. The business model centred arou... (4 pages)View decision -
Decision Reference DRN-6082407
30 Jan 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-6082407 The complaint Miss C’s complaint is about a claim she made on her AmTrust Specialty Limited (‘Amtrust’) legal expenses insurance policy. Miss C says Amtrust treated her unfairly. In this decision all references to Amtrust include their claims handlers. What happened The deta... (3 pages)View decision -
Decision Reference DRN-5908117
30 Jan 2026 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5908117 The complaint Miss G complains about the price quoted by Casualty & General Insurance Company (Europe) Ltd (“CGICE”) to renew her pet insurance policy. What happened Miss G received a quote to renew her policy which she says was significantly higher than what she’d paid... (4 pages)View decision -
Decision Reference DRN-6119749
30 Jan 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6119749 The complaint Mr E and Mrs M have complained that INTACT INSURANCE UK LIMITED unfairly and unreasonably failed to provide the ‘new for old sum’ insured by their caravan insurance policy, when their caravan sustained damage from a flying gazebo on the caravan site during a st... (8 pages)View decision -
Decision Reference DRN-6026424
30 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6026424 The complaint Miss S complains that HSBC UK Bank Plc blocked her account and didn’t give her access to her funds. What happened Miss S had an account with HSBC. In September 2025, Miss S received four payments into her account from four different individuals, adding to £13,6... (2 pages)View decision -
Decision Reference DRN-6079622
30 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6079622 The complaint Mr J complains Nationwide Building Society carried out reviews and closed his account unfairly. He wants his account reopened and compensation for the losses he says he experienced. What happened Mr J held two accounts with Nationwide. In early July 2024 Nation... (3 pages)View decision -
Decision Reference DRN-6052757
30 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6052757 The complaint Miss W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to identify and act upon clear signs of financial harm and vulnerability. What happened Miss W holds a current account with NatWest. In August 2025, she complained to the ... (5 pages)View decision -
Decision Reference DRN-5601816
30 Jan 2026 Evergreen Finance London Limited UpheldConsumer CreditDRN-5601816 The complaint Miss H complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk, lent to her irresponsibly. She’s also unhappy with its administration of her loan. What happened In July 2024, Miss H was approved for a £500 loan from MoneyBoat; the money was... (4 pages)View decision -
Decision Reference DRN-6105033
30 Jan 2026 Quilter Life & Pensions Limited Not upheldPensions and AnnuitiesDRN-6105033 The complaint Mr M complains that Quilter Life & Pensions Limited failed to process the inward transfer of some pension savings in a timely manner. What happened Mr M has been assisted in some of the transfer activities by his financial advisor. But in this decision, for... (4 pages)View decision