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-5921121
17 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5921121 The complaint Miss J complains that Monzo Bank Ltd (Monzo) restricted access to funds within her account and later closed her account. Miss J also complains about the service she received from Monzo during this time. What happened Miss J held a current account with Monzo who... (2 pages)View decision -
Decision Reference DRN-6231264
17 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6231264 The complaint Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) provided her with a loan that was brokered by an unauthorised credit intermediary. Background to the complaint Mrs D and her late husband Mr D were members of a timeshare provider (th... (3 pages)View decision -
Decision Reference DRN-6013868
17 Mar 2026 Assurant General Insurance Limited Not upheldInsuranceDRN-6013868 The complaint Miss J complains about how Assurant General Insurance Limited handled her claim under a mobile phone insurance policy. What happened Miss J holds a mobile phone insurance policy as a benefit through her bank account. The insurer is Assurant. Miss J first got i... (3 pages)View decision -
Decision Reference DRN-6128689
17 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6128689 The complaint Mrs C complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected her from losing money she paid to one of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In ... (3 pages)View decision -
Decision Reference DRN-5989426
17 Mar 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5989426 The complaint Mr S complains about how American Express Services Europe Limited trading as American Express (“Amex”) handled a claim he made under Section 75 of the Consumer Credit Act 1974 (“Section 75”). What happened In November 2024, Mr S used his credit card account wit... (3 pages)View decision -
Decision Reference DRN-6128475
17 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6128475 The complaint Mrs C and Mr H complain that HSBC UK Bank Plc (“HSBC”) hasn’t protected them from losing money they paid to three of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (4 pages)View decision -
Decision Reference DRN-6229547
17 Mar 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6229547 The complaint Mr G complains that Vanquis Bank Limited “Vanquis” didn’t send his statement so he could settle his credit card account, and it committed data breaches and provided poor customer service in relation to this. What happened I won’t repeat all the facts here, as t... (6 pages)View decision -
Decision Reference DRN-6231759
17 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6231759 The complaint and background Mr and Mrs M complain that HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect them when Mr M fell victim to an investment scam, resulting in payments of over £2,500 being made. HSBC has refunded just over £990 but Mr and Mrs M believe that the... (2 pages)View decision -
Decision Reference DRN-6015219
17 Mar 2026 Royal London Mutual Insurance Society, Limited (THE) Not upheldInsuranceDRN-6015219 The complaint The complaint has been brought by Miss H, in her capacity as executor of the late Mr H’s estate. Miss H is unhappy that her late father’s Will and Death Certificate were lost in the post when returned by Royal London Mutual Insurance Society, trading as Royal L... (3 pages)View decision -
Decision Reference DRN-6156628
17 Mar 2026 Barclays Bank Plc Not upheldBanking and PaymentsDRN-6156628 The complaint Mr P has complained about the way Barclays Bank PLC trading as Barclaycard dealt with a claim he’d made for money back in relation to a purchase he’d made. What happened The circumstances of the complaint are well known so I’m not going to go over everything a... (3 pages)View decision