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 386975 results
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Decision Reference DRN-5636829
30 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5636829 The complaint I’ve carefully considered the additional points raised following my provisional decision. And have set out my final decision below. The complaint Mr P complains that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by an investmen... (5 pages)View decision -
Decision Reference DRN-5947840
30 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5947840 The complaint Mr H complains Bank of Scotland plc trading as Halifax won’t refund the funds he says he lost due to a scam. What happened I issued my provisional decision on this complaint on 31 October 2025. I wanted to give both sides a chance to provide any further evidenc... (9 pages)View decision -
Decision Reference DRN-5947827
30 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5947827 The complaint Mr H complains J.P. Chase Europe Limited trading as Chase won’t refund the money he says he lost due to fraud. What happened I issued my provisional decision on this complaint on 31 October 2025. I wanted to give both sides a chance to provide any further evid... (8 pages)View decision -
Decision Reference DRN-5718823
30 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5718823 The complaint Mr K complains that Monzo Bank Ltd (“Monzo”) won’t refund him money, which he says he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understand it to be a... (3 pages)View decision -
Decision Reference DRN-5768061
30 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5768061 The complaint Mr F complains about the balance of a fixed sum loan agreement with EE Limited. What happened In January 2025, Mr F contacted EE in response to an advertisement he’d seen about saving money by switching his mobile services. After talking to an advisor, Mr F too... (3 pages)View decision -
Decision Reference DRN-6004495
30 Dec 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-6004495 The complaint Mr H complains that Barclays Bank UK PLC unfairly added fees and charges to his mortgage when payments were missed. Mr H said he now faces legal action by Barclays, seeking to recover the balance of a mortgage which fell due in 2016. What happened Mr H has prev... (2 pages)View decision -
Decision Reference DRN-5988832
30 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-5988832 The complaint Mr T complains that Aviva Insurance Limited has acted unfairly with the actions taken when settling a claim under his buildings insurance policy. What happened Mr T had an escape of water in his property in April 2022 and work has been ongoing since this point ... (5 pages)View decision -
Decision Reference DRN-6033459
30 Dec 2025 Zopa Bank Limited UpheldConsumer CreditDRN-6033459 The complaint Mr B complains about the quality of a car he acquired under a hire purchase agreement with ZOPA BANK LIMITED (Zopa). When I refer to what Mr B and Zopa said or did, it should also be taken to include things said or done on their behalf. What happened In Octob... (5 pages)View decision -
Decision Reference DRN-5962337
30 Dec 2025 Chubb European Group SE Not upheldInsuranceDRN-5962337 The complaint Mr C has complained that Chubb European Group SE (trading as Chubb) mis-handled a claim he made on a travel insurance policy and has declined to pay out on the claim. What happened Mr C was due to take a trip abroad in April 2025. However, he didn’t travel and... (3 pages)View decision -
Decision Reference DRN-5912511
30 Dec 2025 Quidie Limited UpheldConsumer CreditDRN-5912511 The complaint Miss H complains that Quidie Limited trading as Fernovo lent to her multiple times irresponsibly. What happened Loan Date taken Date repaid Highest monthly repayment (rounded) Loan Amount Number of instalments 1 07/05/2020 16/07/2020 £73 £1503 2 23/07/2020 25/0... (14 pages)View decision