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-5786182
21 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5786182 The complaint Miss O complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Miss O is being represented by a third party. To keep things simple, I will refer to Miss O throughout my decision. What happened The background ... (4 pages)View decision -
Decision Reference DRN-6053848
21 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6053848 The complaint Mr J complains about Advantage insurance Company’s service following a claim he made on his motor insurance policy. Amongst other things, he's complained that it unfairly cancelled his policy, deducted a sum from his brother’s, Mr H's, bank card witho... (3 pages)View decision -
Decision Reference DRN-6096019
21 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6096019 The complaint Mr P complains that National Westminster Bank Plc did not properly apply interest to his fixed rate Individual Savings Account (ISA). What happened In April 2023 Mr P opened a 2-year fixed rate ISA with NatWest. The account would pay interest at 4.3% a year, fr... (2 pages)View decision -
Decision Reference DRN-6083663
21 Jan 2026 Currensea Limited Not upheldBanking and PaymentsDRN-6083663 The complaint Mr D complains that Currensea Limited trading as buildmycreditscore.com unfairly recorded adverse information against his credit file in connection with a debit card. What happened Mr D held a debit card with Currensea. The card is marketed by Currensea as bei... (3 pages)View decision -
Decision Reference DRN-5830912
21 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5830912 The complaint Mrs C and Mr C complained about how Admiral Insurance (Gibraltar) Limited dealt with their claim under Mrs C’s motor insurance policy. What happened After their car was damaged in an accident, Admiral declared it uneconomical to repair and paid them a settlemen... (3 pages)View decision -
Decision Reference DRN-5876899
21 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5876899 The complaint Mrs P is unhappy with Barclays Bank UK Plc. Mrs P said Barclays failed to appropriately intervene when her gambling activity escalated in May 2025. Mrs P was also unhappy about the service provided. What happened Mrs P said Barclays admitted it had breached t... (4 pages)View decision -
Decision Reference DRN-6021617
21 Jan 2026 Tradex Insurance Company PLC Not upheldInsuranceDRN-6021617 The complaint Mr D has complained about the way Tradex Insurance Company PLC (Tradex) handled a claim he made on his motor insurance policy. What happened Mr D was involved in an accident in May 2025 while reversing from his driveway. There was damage caused to Mr D’s vehicl... (4 pages)View decision -
Decision Reference DRN-6057683
21 Jan 2026 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-6057683 The complaint Mrs S complains that Phoenix Life Limited (“Phoenix”) paid her some retirement benefits both incorrectly and far later than should be considered reasonable. What happened Mrs S has been assisted in dealing with this complaint by her partner. But in this decisio... (4 pages)View decision -
Decision Reference DRN-5887521
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5887521 The complaint Mrs F is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs F fell victim to a cruel investment scam after she was contacted by someone promoting a fake cryptocurrency investment scheme. ... (3 pages)View decision -
Decision Reference DRN-6095179
21 Jan 2026 Preferred Mortgages Limited Not upheldMortgagesDRN-6095179 The complaint Mr and Mrs B have complained about an interest only mortgage they hold with Preferred Mortgages Limited. They’ve said the mortgage was mis-sold to them, and they’ve asked to move to repayment over the years but Preferred hasn’t let them. What happened Mr and Mr... (7 pages)View decision