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 401363 results
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Decision Reference DRN-5873253
18 Mar 2026 HDI Global Specialty SE Not upheldInsuranceDRN-5873253 The complaint Miss C’s complaint is about a claim she made on her HDI Global Specialty SE (‘HDI’) pet insurance policy. Miss C says she received substantially less than she expected to be paid on that claim and feels that she has been treated unfairly. What happened The deta... (3 pages)View decision -
Decision Reference DRN-6226264
18 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6226264 The complaint Miss P complained about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest), saying: • she’d been given only limited information about unidentified transactions on her account that she didn’t report or know anything about that le... (4 pages)View decision -
Decision Reference DRN-6229502
18 Mar 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6229502 The complaint Miss B complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to her. What happened Miss B was approved for a Barclaycard in May 2025, with a £5,000 credit limit. Miss B says this was irresponsibly lent to her. Miss B made a complaint to ... (3 pages)View decision -
Decision Reference DRN-6111075
18 Mar 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6111075 The complaint Mr V has complained that Inter Partner Assistance SA (‘IPA’) failed to provide him with assistance and unfairly declined his claim. What happened Mr V bought a travel insurance policy, underwritten by IPA. All reference to IPA includes any agents acting on its ... (3 pages)View decision -
Decision Reference DRN-5914661
18 Mar 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5914661 The complaint Mr H complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund him money he lost, to what he believes was a scam. In bringing his complaint to this service Mr H is professionally represented, but for ease of reading I will refer to Mr H t... (4 pages)View decision -
Decision Reference DRN-5930940
18 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5930940 The complaint Mr B complains that Lloyds Bank PLC trading as MBNA (MBNA) irresponsibly entered into a credit card agreement with him and increased his credit limit. What happened In October 2020, Mr B applied for a credit card account with MBNA. He was given an initial cred... (3 pages)View decision -
Decision Reference DRN-6030401
18 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6030401 The complaint Mr S’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (14 pages)View decision -
Decision Reference DRN-5931660
18 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5931660 The complaint Ms S complains about the actions of HSBC UK Bank Plc trading as First Direct when she lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events ... (3 pages)View decision -
Decision Reference DRN-5885185
18 Mar 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5885185 The complaint Ms S complains about the actions of Wise Payments Limited when she lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In January 2... (3 pages)View decision -
Decision Reference DRN-6202673
18 Mar 2026 Eastern Western Motor Group Limited Not upheldInsuranceDRN-6202673 The complaint Mr M complains that Eastern Western Motor Group Limited (‘EW Motor’) mis-sold him a Guaranteed Asset Protection (‘GAP’) insurance policy. Mr M is professionally represented in bringing this complaint by a company who I will refer to as “Company Y” in this deci... (4 pages)View decision