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-6039091
19 Jan 2026 West Bay Insurance Plc Not upheldInsuranceDRN-6039091 The complaint Mr H complains about the way West Bay Insurance Plc (West Bay) handled claims he made under his motor insurance policy. For clarity, in this decision, any reference to West Bay also includes any agents acting on West Bay’s behalf. What happened Mr H held a moto... (4 pages)View decision -
Decision Reference DRN-5790416
19 Jan 2026 Interactive Investor Services Limited Not upheldInvestmentsDRN-5790416 The complaint The estate of Mrs S complains Interactive Investor Services Limited (‘Interactive Investor’) failed to transfer assets when requested. This complaint was brought on behalf of the estate by Mrs S’s son I’ll refer to as Mr S, and by Mrs S’s grandson who was the b... (5 pages)View decision -
Decision Reference DRN-5728087
19 Jan 2026 TSB Bank plc UpheldBanking and PaymentsDRN-5728087 The complaint Ms E complains that TSB Bank plc won’t reimburse her with money she lost to a scam. Ms E brings her complaint to us with the assistance of a professional representative, but for ease I’ll refer to their submissions as being from Ms E. What happened In June 2024... (3 pages)View decision -
Decision Reference DRN-5634017
19 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5634017 The complaint Mr and Mrs S have complained HSBC UK Bank plc haven’t given them sufficient compensation following a fraud incident. What happened Mr and Mrs S went into their HSBC branch in August 2024. They immediately realised £900 had been withdrawn from their joint saving... (2 pages)View decision -
Decision Reference DRN-6065029
19 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6065029 The complaint Miss H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), has continued to apply overdraft charges to her account incorrectly. She has also raised a series of other concerns about NatWest’s actions, however, none of those is within my ... (2 pages)View decision -
Decision Reference DRN-5814303
19 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5814303 The complaint Mr K complains that Barclays Bank UK PLC, trading as Tesco Bank, misled him during his personal loan application. What happened Mr K applied for a personal loan with Tesco with a repayment term of 62 months. His application was accepted in principle, but when T... (2 pages)View decision -
Decision Reference DRN-5891192
19 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5891192 The complaint Mr F has complained that Monzo Bank Ltd won’t refund him for a transaction of £290 which he didn’t authorise. What happened In June Mr F disputed three card transactions made to a third party (who I’ll call B) which he said he’d not made to his bank, Monzo. The... (2 pages)View decision -
Decision Reference DRN-5781154
19 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5781154 The complaint Miss S complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t reimbursed the money she’s lost to a scam. What happened Miss S says that she’s lost money to a scam. Halifax has closed her fraud claim due to a lack of information provided. Miss... (1 page)View decision -
Decision Reference DRN-6088063
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6088063 The complaint Mr and Mrs O have complained that a timeshare membership and a connected loan were mis-sold. What happened In August 2019, Mr and Mrs O purchased a timeshare membership – which I’ll call ‘Fractional Club’ membership – from a timeshare provider (the ‘Supplier’).... (2 pages)View decision -
Decision Reference DRN-6021898
19 Jan 2026 Haven Insurance Company Limited Not upheldInsuranceDRN-6021898 The complaint Mr G complained that Haven Insurance Company Limited (Haven) cancelled his home insurance policy and refused to pay his claim. I’m aware that Mr G is represented for his claim and complaint. However, for ease, I will normally only refer to him. What happened ... (3 pages)View decision