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-6216927
12 Mar 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-6216927 The complaint A company, which I’ll refer to as M, complains about the way Hiscox Insurance Company Limited dealt with a claim on its business interruption insurance. Where I refer to Hiscox Insurance Company Limited, this includes its agents acting on its behalf. Mr M, who ... (3 pages)View decision -
Decision Reference DRN-5956234
12 Mar 2026 ST. GILES INSURANCE & FINANCE SERVICES LIMITED Not upheldInsuranceDRN-5956234 The complaint 1, a limited company, complains about the service received from both St. Giles Insurance & Finance Services Limited (St. Giles) and its managing agent (who was an appointed representative of St. Gile) in relation to how its agent arranged 1’s buildings insu... (3 pages)View decision -
Decision Reference DRN-6177750
12 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6177750 The complaint Mr S complains that Barclays Bank UK PLC will not refund the money he lost when he was the victim of a scam. Mr S is represented in this complaint by a claims management company, but for simplicity I will largely refer to Mr S throughout this decision, even wh... (4 pages)View decision -
Decision Reference DRN-6086994
12 Mar 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-6086994 The complaint Mr K complains that THE CO-OPERATIVE BANK P.L.C (TCB) treated him unfairly when they blocked a transaction he was attempting to make with his credit card. What happened Mr K explained that on 17 July 2025 he was unable to complete transactions on his credit car... (3 pages)View decision -
Decision Reference DRN-6130608
12 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6130608 The complaint Ms M complains that Revolut Ltd (‘Revolut’) registered a Cifas marker against her, without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in summary, in ... (3 pages)View decision -
Decision Reference DRN-6068803
12 Mar 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6068803 The complaint Ms C is complaining about Wise Payments Limited trading as Wise because it declined to refund all the money she lost as a result of fraud. What happened Sadly, Ms C fell victim to a cruel investment scam after responding to an advert she found online. Once in c... (6 pages)View decision -
Decision Reference DRN-5874081
12 Mar 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5874081 The complaint Mr J has complained about the way his mobile phone claim under his mobile phone policy was handled by Domestic & General Insurance Plc. What happened Mr J held a TV service provider policy which covered a number of devices against accidental damage and bre... (4 pages)View decision -
Decision Reference DRN-6068815
12 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6068815 The complaint Ms C is complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms C fell victim to a cruel investment scam after responding to an advert she found online. Once i... (5 pages)View decision -
Decision Reference DRN-6218381
12 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6218381 The complaint Mr and Mrs D’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (12 pages)View decision -
Decision Reference DRN-6179725
12 Mar 2026 Black Horse Limited Not upheldConsumer CreditDRN-6179725 The complaint Mr W complains about the quality of a new car he acquired through a personal contract purchase with Black Horse Limited trading as Jaguar Financial Services (‘Black Horse’). Mr W says that the car is not of satisfactory quality as it has a problem with the batt... (4 pages)View decision