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 393318 results
-
Decision Reference DRN-6162886
20 Feb 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-6162886 The complaint Mr A complains that Marshmallow Insurance Limited (Marshmallow) cancelled his motor insurance policy and refused to pay a claim. What happened Mr A had motor insurance with Marshmallow. He made a claim on his policy, saying his car had been involved in an accid... (3 pages)View decision -
Decision Reference DRN-5895003
20 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5895003 The complaint Mr M complains Nationwide Building Society (“Nationwide”) refuses to refund him for unauthorised transactions on his account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr M says he... (3 pages)View decision -
Decision Reference DRN-6144477
20 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6144477 The complaint Mr C complains about AXA Insurance UK Plc’s service following a claim he made on his motor insurance policy. Mr C is the policyholder and main driver, his wife – Mrs C – is the named driver. Mrs C has assisted Mr C in making the claim and bringing the complaint... (4 pages)View decision -
Decision Reference DRN-5928311
20 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5928311 The complaint Mr S complains that Monzo Bank Ltd allowed gambling transactions to be processed on his account via a third-party payment service, even though he had a gambling block in place. Mr S is unhappy that Monzo failed to offer him support when he was spending compuls... (6 pages)View decision -
Decision Reference DRN-5964040
20 Feb 2026 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5964040 The complaint Mrs A complains that Somerset Bridge Insurance Services Limited trading as Go Skippy (SBIS) unfairly handled the cancellation of her motor insurance policy. What happened The circumstances of this case are known to both parties, but in summary Mrs A had a motor... (3 pages)View decision -
Decision Reference DRN-5824946
20 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5824946 The complaint Mr S complains that Lloyds Bank PLC (“Lloyds”) has failed to refund the money that he lost to a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving the rea... (4 pages)View decision -
Decision Reference DRN-6167820
20 Feb 2026 Wiltshire Friendly Society Limited Not upheldInsuranceDRN-6167820 The complaint Mr R is unhappy with Wiltshire Friendly Society Limited’s (WFS) decision to charge him an early termination fee. What happened Mr R had three unit-linked income protection policies with WFS, the earliest was taken in 1969 and topped up in 1991, and the other tw... (3 pages)View decision -
Decision Reference DRN-5899624
20 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5899624 The complaint Mr G complains Monzo Bank Ltd (“Monzo”) refuses to refund him for a transaction on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I see no need to repeat them in detail here. In short, Mr G ... (2 pages)View decision -
Decision Reference DRN-6148614
20 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6148614 The complaint Capital One (Europe) plc provided Miss S with a credit card in April 2022. It had a credit limit of £500, and this increased to £750 in February 2023. Miss S says the credit was provided irresponsibly. What happened The details of this complaint are well-known... (2 pages)View decision -
Decision Reference DRN-5967723
20 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5967723 The complaint Miss S complains that Bank of Scotland plc trading as Halifax has declined to refund disputed transactions that were made from her account. What happened Between 25 January and 9 March 2025 several Automated Teller Machine (ATM) withdrawals debited Miss S’s acc... (3 pages)View decision