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
-
Decision Reference DRN-6005267
17 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6005267 The complaint Mr H complains HSBC UK Bank Plc has refused to accept a foreign cheque he attempted to pay into his account without giving any clear reason. He also complains that his account was suspended. What happened Mr H opened an account with HSBC in August 2025 and subs... (2 pages)View decision -
Decision Reference DRN-6104508
17 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6104508 The complaint Mr S complains that AXA Insurance UK Plc (‘AXA’) unfairly declined a claim he made under his landlord insurance policy. What happened Mr S held a landlord insurance policy that covered a rental property. He contacted AXA to make a claim in September 2024 after... (2 pages)View decision -
Decision Reference DRN-5856294
17 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5856294 The complaint Mr W is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. Mr W is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr W directly throughout this decision. What happen... (4 pages)View decision -
Decision Reference DRN-6144994
17 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6144994 The complaint B, a limited company, complains HSBC UK Bank plc unreasonably closed their accounts without any explanation. They saw this was the result of the unlawful sharing of information. They’d like the account reopened and compensation. What happened B held an account... (2 pages)View decision -
Decision Reference DRN-6159374
17 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6159374 The complaint Mr H complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as BMW Financial Services (who I’ll call BMWFS) haven’t explained how they calculated an early settlement. What happened I issued a provisional decision on this complaint last month. An extract fro... (4 pages)View decision -
Decision Reference DRN-5943486
17 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5943486 The complaint Mrs B complains about an additional payment that Admiral Insurance (Gibraltar) Limited took by direct debit after she cancelled her car insurance policy, and her experience of trying to contact Admiral to resolve the dispute. What happened Mrs B cancelled her ... (2 pages)View decision -
Decision Reference DRN-6052905
17 Feb 2026 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-6052905 The complaint Mr M complains that Accredited Insurance (Europe) Ltd (‘Accredited’) voided his home insurance policy and didn’t pay his fire damage claim. What happened Mr M took out a home insurance policy with Accredited in May 2024. Unfortunately, Mr M’s property was seve... (3 pages)View decision -
Decision Reference DRN-5891539
17 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5891539 The complaint Mr B complains that Santander UK Plc hasn’t reimbursed a payment made in relation to a scam. What happened In January 2025, Mr B attempted to purchase flights from someone he now believes was a scammer. He shared his credit card information for the purpose of p... (3 pages)View decision -
Decision Reference DRN-6062544
17 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6062544 The complaint Mr B, a sole trader, complains about National Westminster Bank Public Limited Company’s poor communications to him. He says this resulted in them unfairly putting his loans into default and closing his business account. What happened Mr B took out a bounce back... (3 pages)View decision -
Decision Reference DRN-5893529
17 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5893529 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (14 pages)View decision