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
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Decision Reference DRN-6138469
20 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6138469 The complaint Mr O complains about the actions of HSBC UK Bank Plc when he 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 early 2022 Mr O... (3 pages)View decision -
Decision Reference DRN-5848690
20 Feb 2026 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-5848690 The complaint Mrs G has complained about how Vanguard Asset Management, Ltd handled her request to withdraw funds from her account. What happened Mrs G holds a general dealing account with Vanguard. Her husband Mr G has a similar account. In October 2024 they both decided t... (4 pages)View decision -
Decision Reference DRN-5816462
20 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5816462 The complaint Miss C complains that Monzo Bank Ltd (Monzo, hereinafter) hasn’t refunded the losses she’s incurred when falling victim to an Authorised Push Payment (APP) job task scam. What happened The facts are well known to both parties, so I have outlined the key detai... (10 pages)View decision -
Decision Reference DRN-6118447
20 Feb 2026 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-6118447 The complaint Mr S complains that Shawbrook Bank Limited wrongly closed all of his accounts. It reopened them when he complained but then misled him about his funding options. What happened Mr S opened 133 accounts with Shawbrook. Of these, 132 were ISAs, and the vast majori... (2 pages)View decision -
Decision Reference DRN-5837391
20 Feb 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5837391 The complaint Mrs R has complained that Domestic & General Insurance Plc (D&G) provided her with a faulty replacement oven after she made a claim on an appliance insurance policy. What happened Mrs R insured her range cooker with D&G for 12 years. She made a cla... (2 pages)View decision -
Decision Reference DRN-5986717
20 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5986717 The complaint Miss K complains that a car supplied to her on finance with MONEYBARN NO.1 LIMITED trading as Moneybarn (‘Moneybarn’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summari... (4 pages)View decision -
Decision Reference DRN-5848462
20 Feb 2026 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-5848462 The complaint Mrs G has complained about the service she received relating to fees she was paying on her account from Vanguard Asset Management, Ltd. What happened On 7 January 2025 during a telephone call, Mrs G discussed with Vanguard how to pay quarterly account fees on ... (3 pages)View decision -
Decision Reference DRN-6003104
20 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6003104 The complaint Mr M complains Barclays Bank UK PLC hasn’t sufficiently compensated him for the distress and inconvenience he was caused as a result of receiving emails he shouldn’t have. What happened Mr M used to have a current account with Barclays – he says this was over s... (2 pages)View decision -
Decision Reference DRN-6141024
20 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6141024 The complaint Mr B and Mrs B complain that Santander UK Plc (Santander, hereinafter) hasn’t refunded the losses they’ve incurred when falling victim to an investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summar... (8 pages)View decision -
Decision Reference DRN-5948210
20 Feb 2026 Godiva Mortgages Limited Not upheldMortgagesDRN-5948210 The complaint Ms G’s complaint relates to a re-mortgage application she made to Godiva Mortgages Limited. She is unhappy that her application was declined and has said that delays caused by Godiva resulted in her having to pay a higher interest rate on her existing mortgage ... (4 pages)View decision