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 392389 results
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Decision Reference DRN-5747421
16 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5747421 The complaint Mr V complains that HSBC UK Bank Plc believes he has lost to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detail here. But in summary, I understand it to be as... (4 pages)View decision -
Decision Reference DRN-6157535
16 Feb 2026 1st Class Credit Union Limited UpheldConsumer CreditDRN-6157535 The complaint Mrs O complains about 1st Class Credit Union Limited’s (1st Class) decision to reverse part of a consolidation loan it had previously offered her. Mrs O’s also unhappy 1st Class declined a subsequent loan application she made and that they gave her conflicting ... (5 pages)View decision -
Decision Reference DRN-6142785
16 Feb 2026 HSBC UK Bank Plc UpheldInvestmentsDRN-6142785 The complaint Mr S complains to HSBC Bank UK Plc about a delay in transferring his investments to another company which resulted in him missing the opportunity to trade. What happened Mr S held two exchange traded funds (ETFs) on HSBC’s platform. On 2 July 2024, he instruct... (3 pages)View decision -
Decision Reference DRN-6135758
16 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-6135758 The complaint Mr and Mrs P complained that U K Insurance Limited (“UKI”) unfairly declined their claim for damage to a chimney stack caused during a storm, under their home buildings insurance policy. I’ll refer to Mr P in my decision for ease. What happened Mr P said that ... (4 pages)View decision -
Decision Reference DRN-5928029
16 Feb 2026 GROUP 1 RETAIL LIMITED UpheldInsuranceDRN-5928029 The complaint Miss B complains that Group 1 Retail Limited trading as Inchcape (“Inchcape”) mis-sold her a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, she says the policy was unsuitable and they didn’t disclose to her they would be earning commission... (6 pages)View decision -
Decision Reference DRN-5777811
16 Feb 2026 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5777811 The complaint Mrs B and Mr N complain that Amazon Payments UK Limited have unreasonably restricted access to funds they believe they are owed. They’d like these funds released to them. What happened Mrs B and Mr N sell goods through Amazon. As part of holding a seller’s acco... (2 pages)View decision -
Decision Reference DRN-6138119
16 Feb 2026 Wesleyan Assurance Society Not upheldInsuranceDRN-6138119 The complaint Mrs T says Wesleyan Assurance Society (“Wesleyan”) completed medical documentation on her behalf without consultation and misled her about whether her life and critical illness policies were live. She considers the compensation offered for distress and inconven... (3 pages)View decision -
Decision Reference DRN-6157414
16 Feb 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6157414 The complaint Mr S complains about a car that was provided to him with a hire agreement he took out with Motability Operations Limited (“MOL”). As the complainant is Mr S, for ease, I will refer to him only throughout this decision, when referring to what he and his represe... (5 pages)View decision -
Decision Reference DRN-6080380
16 Feb 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6080380 The complaint This complaint is brought by Mr F’s son, on behalf of his late father’s estate. The complaint is that The Royal Bank of Scotland Plc (“RBS”) irresponsibly granted him a credit card he couldn’t afford to repay. What happened In May 2002 the late Mr F entered in... (3 pages)View decision -
Decision Reference DRN-5796503
16 Feb 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5796503 The complaint Mr E complains about St. James’s Place Wealth Management Plc (SJP)’s advice to transfer his Phoenix Assurance with-profits personal pension to one of its Retirement Accounts. The complaint, which adopts a standard template for complaints brought by Mr E’s repre... (5 pages)View decision