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-6108199
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6108199 The complaint Mr S complains that Revolut Ltd didn’t do enough to prevent him from losing money to a ‘job’ scam. Mr S has used a representative to bring his complaint. But, for ease of reading, I’ll mostly refer to Mr S himself where I also mean the representative. What ha... (4 pages)View decision -
Decision Reference DRN-6083048
27 Jan 2026 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-6083048 The complaint Mrs C complains about the quality of a vehicle that was supplied through a motor finance agreement with Mercedes-Benz Financial Services UK Limited (MBFS). Mrs C has been represented on this complaint. But to keep things simple I’ll only refer to Mrs C in my de... (3 pages)View decision -
Decision Reference DRN-6107737
27 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6107737 The complaint L is a company, and it has brought this complaint through its director, whom I’ll refer to as Mr G. L complains that National Westminster Bank Plc wrongly removed its access to online banking for several weeks between December 2024 and February 2025. What happe... (2 pages)View decision -
Decision Reference DRN-5969067
27 Jan 2026 Arch Insurance (UK) Limited UpheldInsuranceDRN-5969067 The complaint T, a limited company, complains about the way Arch Insurance (UK) Limited trading as Arch Insurance International (‘Arch’) settled a business interruption claim it made. Mrs J, a director of T, brings the complaint on T’s behalf. T is also professionally repre... (4 pages)View decision -
Decision Reference DRN-6053622
27 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6053622 The complaint Mr W complains that MBNA Limited (MBNA) irresponsibly provided him with a credit card. What happened MBNA provided Mr W with a credit card in April 2022 with a credit limit of £2,500. In summary, Mr W says that MBNA lent to him irresponsibly because its checks... (4 pages)View decision -
Decision Reference DRN-5871178
27 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5871178 The complaint Mr A has complained about the way American Express Services Europe Limited (“Amex”) handled his request for money back in relation to services bought with his credit card. What happened In January 2025 Mr A booked return flights through an airline (“B”) costing... (6 pages)View decision -
Decision Reference DRN-6038990
27 Jan 2026 First Central Underwriting Limited Not upheldInsuranceDRN-6038990 The complaint Mr K complains about the way First Central Underwriting Limited (First Central) handled the claim he submitted under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. ... (3 pages)View decision -
Decision Reference DRN-5829206
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5829206 The complaint Mr and Mrs N’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-5860998
27 Jan 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5860998 The complaint Mr and Mrs S are unhappy with the way INTACT INSURANCE UK LIMITED handled a claim under their home insurance policy and that it didn’t renew the policy. What happened In June 2024 Mr and Mrs S made a claim to Intact Insurance when two rooms in their basement we... (3 pages)View decision -
Decision Reference DRN-5709700
27 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5709700 The complaint Miss G complains that National Westminster Bank Public Limited Company irresponsibly provided her with two credit cards and credit limit increases. What happened NatWest has provided Miss G with a number of lending products since 2014. My decision here deals wi... (4 pages)View decision