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-6159286
19 Feb 2026 Sainsbury's Bank Plc UpheldInsuranceDRN-6159286 The complaint Mr R and Mrs R complain that Sainsbury’s Bank Plc cancelled their motor insurance policy unreasonably, and without due notice, and that it also provided poor service overall. What happened Mr R set up the policy with Sainsbury’s in a call on 2 February 2025. H... (5 pages)View decision -
Decision Reference DRN-6148354
19 Feb 2026 Advance Financial Planning (Southwest) Ltd UpheldInsuranceDRN-6148354 The complaint Mr and Mrs W complain that they were mis-sold their income protection policies by Advance Financial Planning (Southwest) Ltd (AFP). What happened Mr and Mrs W are Directors of their company which is jointly and equally owned by them. They received salary paymen... (4 pages)View decision -
Decision Reference DRN-6096302
19 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6096302 The complaint Mr S complains that American Express Services Europe Limited (AESEL) refunded a credit balance to him, and he didn’t receive the cheque it sent. What happened Mr S has a credit card account with AESEL. On the April 2025 statement, the account went into credit ... (3 pages)View decision -
Decision Reference DRN-6124103
19 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6124103 The complaint Mr S complains about the Customer Due Diligence (CDD) questions Nationwide Building Society asked him and the restriction to his online banking. He also complains about the general service received during phone calls. What happened Mr S spoke with Nationwide se... (4 pages)View decision -
Decision Reference DRN-5990894
19 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5990894 The complaint Mr H has complained that his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), unfairly applied a loss of discount to his telematics policy, which led to his premium increasing abruptly. What happened Mr H took out a telematics (‘black box’) po... (4 pages)View decision -
Decision Reference DRN-6162066
19 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6162066 The complaint Miss A and Mr J complain that HSBC UK Bank Plc (trading as first direct) won’t refund their losses from a scam. What happened Miss A was the victim of a holiday rental scam, where she was tricked into making an international payment of around £4,000 in 2025. O... (2 pages)View decision -
Decision Reference DRN-6020642
19 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6020642 The complaint B, a limited company, complains Santander UK Plc gave notice in July 2025 that it planned to migrate B’s account, which is free from fees, to an account which incurs a monthly fee in October 2025. B says this is unfair as, when it opened the account, it was pro... (4 pages)View decision -
Decision Reference DRN-5573887
19 Feb 2026 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5573887 The complaint Mr W says Kroo Bank Limited unfairly refused to refund transactions on his account which he didn’t authorise and blocked his account. What happened Mr W held a Kroo current account. On 28 September 2024 Kroo restricted the account as Mr W had reported his phon... (6 pages)View decision -
Decision Reference DRN-6093591
19 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6093591 The complaint Mr B’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding agai... (14 pages)View decision -
Decision Reference DRN-6164032
19 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6164032 The complaint A limited company, which I’ll refer to as P, complains that Metro Bank PLC failed to amend P’s bank mandate, resulting in it losing access to its account for over a year. This complaint has been referred to us by P’s current sole director, who I’ll refer to as ... (4 pages)View decision