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-6165688
19 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6165688 The complaint Mr S complained that Wise Payments Limited (Wise) has applied undisclosed foreign exchange conversion fees to his account. Mr S is also unhappy that he did not receive a response to his complaint. What happened Mr S has an account with Wise and on 7th August ... (2 pages)View decision -
Decision Reference DRN-5765803
19 Feb 2026 HBOS Investment Fund Managers Limited Not upheldInvestmentsDRN-5765803 The complaint Mr P complains about the performance of his stocks and share ISA. He says HBOS Investment Fund Managers Limited (HBOS) didn’t invest his money properly as it hasn’t grown in value. What happened In 2002 Mr P took out a stocks and shares ISA and invested in the ... (5 pages)View decision -
Decision Reference DRN-6002496
19 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6002496 The complaint Mr L complains that Bank of Scotland plc have allowed a transaction of £700 to debit his sole trader account. What happened On 15 May 2025 a payment of £700 debited Mr L’s sole trader account. This payment was made to a known organisation who I’ll refer to as... (3 pages)View decision -
Decision Reference DRN-5755694
19 Feb 2026 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-5755694 The complaint N is unhappy WorldPay (UK) Limited has withheld funds after it made the decision to end N’s agreement with it. It’s also unhappy with the lack of information provided about the funds that have been withheld. What happened N had a merchant services agreement wi... (3 pages)View decision -
Decision Reference DRN-6165095
19 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6165095 The complaint Ms H complains Zurich Insurance Company Ltd (Zurich) has declined the claim she made under her travel insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Ms H held an annual multi... (3 pages)View decision -
Decision Reference DRN-5552783
19 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5552783 The complaint Mr M and Ms W’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... (5 pages)View decision -
Decision Reference DRN-6027917
19 Feb 2026 Haven Insurance Company Limited UpheldInsuranceDRN-6027917 The complaint Mrs A complains about how Haven Insurance Company Limited have dealt with her claim. What happened Mrs A has household buildings and contents insurance with Haven. In May 2024 her car, which was being collected for servicing, rolled off the back of the low-load... (11 pages)View decision -
Decision Reference DRN-5992193
19 Feb 2026 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5992193 The complaint Mr A complains Frasers Group Financial Services Limited (trading as “Studio”) reported incorrect information about his Studio account to the credit reference agencies (“CRAs”) What happened In 2018, Mr A opened a running credit account with Studio. Mr A experi... (4 pages)View decision -
Decision Reference DRN-5835137
19 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5835137 The complaint Mr W complains about the way Admiral Insurance (Gibraltar) Limited handled a claim he made under his buildings insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the ci... (2 pages)View decision -
Decision Reference DRN-6165968
19 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6165968 The complaint Mrs R complains that payments made into her Metro Bank Plc account over the weekend show on her statement as being received on the preceding Friday. What happened Mrs R made transfers to her Metro Bank account on 1 and 2 November 2025 from an account held with... (2 pages)View decision