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-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 -
Decision Reference DRN-6112286
28 Jan 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6112286 The complaint Mr M complains about the service he received from J.P. Morgan Europe Limited trading as Chase (Chase) during two telephone conversations he had with them. What happened Mr M had a bank account with Chase. He attempted to switch accounts to another provider, bu... (3 pages)View decision -
Decision Reference DRN-6020861
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6020861 The complaint Mrs M, who is represented by Mr M, complains that MONEYBARN NO.1 LIMITED trading as Moneybarn refused to let her reject a faulty car. I will refer to Mrs M throughout this decision rather than Mr M since she is the eligible complainant. What happened In Decembe... (3 pages)View decision -
Decision Reference DRN-5831514
28 Jan 2026 Irwell Insurance Company Limited Not upheldInsuranceDRN-5831514 The complaint A company, which I’ll refer to as T, complains that Irwell Insurance Company Limited did not cover in full a claim on its commercial legal protection policy. What happened A former employee took T to an employment tribunal, alleging unfair dismissal and disabil... (3 pages)View decision