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-6018491
29 Jan 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6018491 The complaint Mr and Mrs K complain Accredited Insurance (Europe) Ltd has unfairly declined a claim they made for subsidence damage to their property. Mr K has been the main correspondent for this claim and complaint, so I’ve mostly only referred to him in the body of this d... (3 pages)View decision -
Decision Reference DRN-5892161
29 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5892161 The complaint Mr K complains that Nationwide Building Society failed to meaningfully intervene and allowed gambling transactions to be made on his account and won’t refund them. Mr K is unhappy that he was able to make gambling transactions despite using names and addresses... (5 pages)View decision -
Decision Reference DRN-6022533
29 Jan 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6022533 The complaint Mr B complains about how Zurich Insurance Company Ltd (“Zurich”) dealt with a claim he made on his home insurance policy following a claim for storm damage. Zurich is the underwriter of this policy, i.e. the insurer. Throughout the claim Mr B was dealing with ... (3 pages)View decision -
Decision Reference DRN-6029045
29 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6029045 The complaint Mr and Mrs P complain that HSBC UK Bank Plc (“HSBC”) won’t refund them the money they lost, to what they believe to be an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties and has been... (7 pages)View decision -
Decision Reference DRN-5865878
29 Jan 2026 Tesco Underwriting Limited UpheldInsuranceDRN-5865878 The complaint Mr and Mrs B complained that Tesco Underwriting Limited (“Tesco”) didn’t offer them a home insurance policy renewal when their current policy term was nearing its end. What happened Towards the end of their policy term with Tesco, Mr and Mrs B pro-actively cont... (3 pages)View decision -
Decision Reference DRN-6103325
29 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6103325 The complaint Mr G, who is represented by Mrs G, complains that Barclays Bank UK PLC trading as Tesco Bank failed to pursue a chargeback and rejected his claim under section 75 Consumer Credit Act 1974 (s.75). Mr G is the eligible complainant and for simplicity I have referr... (4 pages)View decision -
Decision Reference DRN-5924783
29 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5924783 The complaint Mr A complains about a call he made to Monzo Bank Ltd on 24 September 2025 which he says it mishandled. He also complains that the call handler wouldn’t put him through to a manager or allow him to raise a complaint. What happened Mr A had accounts with Monzo B... (2 pages)View decision -
Decision Reference DRN-5837868
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5837868 The complaint Mr and Mrs W’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)... (12 pages)View decision -
Decision Reference DRN-5639007
29 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5639007 The complaint Mr B complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost after falling victim to a scam. What happened In 2024 Mr B’s father was introduced to an investment opportunity. The investment involved an individual I’ll refer to as V. V said he ha... (6 pages)View decision -
Decision Reference DRN-5551954
29 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5551954 Complaint Mr B is unhappy that Lloyds Bank PLC didn’t reimburse him after he reported falling victim to a scam. Background The background to this complaint is familiar to both parties, so I will provide only a brief summary of the key events. In early 2024, Mr B became aware... (3 pages)View decision