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 388057 results
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Decision Reference DRN-5996064
12 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5996064 Complaint Mr S has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr S is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr S’ a... (6 pages)View decision -
Decision Reference DRN-6056367
12 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6056367 Complaint Mr E has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr E is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr E’s ... (5 pages)View decision -
Decision Reference DRN-6040218
12 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6040218 Complaint Mr H has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr H is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr H’s account were unfair as there was a... (6 pages)View decision -
Decision Reference DRN-6017219
12 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6017219 Complaint Miss L has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to her current account. Miss L is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Miss L’s account were unfair ... (6 pages)View decision -
Decision Reference DRN-6019801
12 Jan 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6019801 Complaint Miss B has complained about a credit card and subsequent limit increases that Lendable Ltd (trading as “Zable”) provided to her. She says that she shouldn’t have been provided with the credit card or limit increases. Background Zable provided Miss B with a credit ... (3 pages)View decision -
Decision Reference DRN-5960748
12 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-5960748 Complaint Miss M has complained about a loan Lendable Ltd (“Lendable”) provided to her. She says that Lendable irresponsibly provided her with an unaffordable loan at a time when she was already financially stretched and couldn’t afford this loan. Background Lendable provid... (3 pages)View decision -
Decision Reference DRN-6031726
11 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6031726 The complaint Mrs M is a sole trader. She complains that Santander UK Plc has behaved unreasonably as it has given notice that it intends to change her business account to one which charges a monthly fee when the original account was taken out with the promise of ‘free banki... (4 pages)View decision -
Decision Reference DRN-5595600
11 Jan 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-5595600 The complaint Ms O and Mr S complain that Zurich Assurance Ltd (‘Zurich’) has declined their critical illness claim and cancelled their protection policy. They also complain that Zurich has acted unreasonably in its handling of the claim. What happened Ms O and Mr S applied ... (7 pages)View decision -
Decision Reference DRN-5858966
11 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5858966 The complaint Mr and Mrs M have complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined a claim for a lost camera. What happened Mr and Mrs M held a home insurance policy with Admiral which covered them for loss or damage following various inciden... (3 pages)View decision -
Decision Reference DRN-5775509
10 Jan 2026 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-5775509 The complaint Mr S complains that Interactive Brokers (UK) Limited (‘IBUK’) failed to credit his trading account with shares that he states he purchased during a rights issue. What happened In December 2018, Mr S opened a share trading account with IBUK. A timeline of the e... (6 pages)View decision