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-6213737
17 Mar 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6213737 The complaint Mr A has complained that PayPal UK Ltd (“PayPal”) placed a permanent limitation on his account which meant that he has been unable to use his PayPal account. Mr A says that PayPal has not clearly explained why the permanent limitation has been put on his accoun... (3 pages)View decision -
Decision Reference DRN-6230800
17 Mar 2026 Phoenix Life Limited UpheldInsuranceDRN-6230800 The complaint The trustees of Mr R’s Trust are unhappy, in summary, as they don’t think Phoenix Life Limited (‘Phoenix Life’) has correctly administered the reviewable whole of life policy that’s held with it. Mr R has corresponded with us though, so I’ve largely referred t... (8 pages)View decision -
Decision Reference DRN-6193800
17 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6193800 The complaint Mr S complains that Revolut Ltd won’t refund money he lost to a scam. Mr S is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr S fell vict... (6 pages)View decision -
Decision Reference DRN-6118330
17 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6118330 The complaint Mr C complains Barclays Bank UK PLC registered a fraud marker at Cifas, the national fraud database and closed his account. He’s also unhappy with how it handled his complaint. He doesn’t think it’s treated him fairly. What happened A summary of what happened i... (4 pages)View decision -
Decision Reference DRN-6212041
17 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6212041 The complaint Mr H and Miss P have complained that HSBC UK Bank Plc (“HSBC”) changed the eligibility criteria to have a Premier account, which resulted in their account being changed to a standard current account. What happened HSBC made the decision to change the Premier ac... (3 pages)View decision -
Decision Reference DRN-6228398
17 Mar 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6228398 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, made by a specialist electric car- maker ... (5 pages)View decision -
Decision Reference DRN-6117028
17 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6117028 The complaint Mr W complains that Barclays Bank UK PLC defaulted his account and registered a default on his credit file. What happened Mr W holds a Tesco credit card with Barclays. In 2024/25 Mr W’s circumstances changed. He suffered a bereavement and had to reduce his work... (2 pages)View decision -
Decision Reference DRN-6068483
17 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6068483 The complaint Ms H complains that NewDay Ltd trading as Aqua (NewDay) lent to her irresponsibly. What happened Ms H took out a credit card with NewDay, in June 2017. The credit limit given to Ms H at that time was £900 and this increased to £4,300 as follows: Date of Incre... (4 pages)View decision -
Decision Reference DRN-5977492
17 Mar 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5977492 The complaint Mrs C and Mr C complain about the price quoted by AXA Insurance UK Plc (“AXA”) to renew their home insurance policy. Mr C has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actions taken, or commen... (3 pages)View decision -
Decision Reference DRN-5943858
17 Mar 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5943858 The complaint Mr A complains about how Zurich Insurance Company Ltd (“Zurich”) handled a claim he made under a home insurance policy. What happened Mr A reported a claim to Zurich in November 2024 after a flood from the flat above his caused damage to his property. Zurich ap... (3 pages)View decision