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-6089370
17 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6089370 The complaint M U complains that HSBC UK Bank Plc closed his account without providing a proper explanation and withheld money in his account. What happened Mr U had an account with HSBC which he opened in April 2025. Mr U has explained that he used his account for everyday... (4 pages)View decision -
Decision Reference DRN-6158222
17 Feb 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6158222 The complaint Mr S has complained that he cannot reconcile the amount of interest charged with the stated interest rate on the conditional sale agreement with Santander Consumer (UK) Plc, trading as Kia Financial Services, (“Santander”) for his car. What happened Mr S acqui... (2 pages)View decision -
Decision Reference DRN-6031986
17 Feb 2026 HDI Global Specialty SE Not upheldInsuranceDRN-6031986 The complaint Mr and Mrs W’s complaint is about the way in which HDI Global Speciality SE (‘HDI’) calculated a claim they made on their pet insurance policy. Mr and Mrs W say HDI treated them unfairly. What happened The details of this complaint are well known to both partie... (3 pages)View decision -
Decision Reference DRN-6160156
17 Feb 2026 TSB Bank plc UpheldConsumer CreditDRN-6160156 The complaint Mrs B complains that TSB Bank plc recorded incorrect information on her credit file and continued to write to her about her closed loan account. What happened Mrs B had a loan account with TSB. In 2019, she entered into sequestration. Since then, TSB continued ... (2 pages)View decision -
Decision Reference DRN-6160017
17 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6160017 The complaint Mr D complains that Revolut Ltd (Revolut) won’t refund money he lost when he fell victim to an investment scam. Mr D is being represented in this complaint. What happened Mr D says he found an advertisement for a supposed ‘investment’ company, who I’ll call T... (6 pages)View decision -
Decision Reference DRN-5568416
17 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5568416 The complaint A company which I’ll call ‘T’ complains that Revolut Ltd mis-sold it an account which wasn’t suitable for its needs and wouldn’t refund the fees associated with the account. The complaint is brought on T’s behalf by its director, Mx K. What happened Mx K told... (4 pages)View decision -
Decision Reference DRN-5840449
17 Feb 2026 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5840449 The complaint The estate of Mr B complains that Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (‘HLAM’) gave poor service when paying out money from the late Mr B’s account. Mrs B brought this complaint to us on behalf of the estate of Mr B. The ... (5 pages)View decision -
Decision Reference DRN-5880902
17 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5880902 The complaint Mr and Mrs B complain about Lloyds Bank General Insurance Limited’s handling of their home insurance claim. Lloyds is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Lloyds has accepted it is accoun... (3 pages)View decision -
Decision Reference DRN-6136789
17 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6136789 The complaint Miss H complains that Monzo Bank Ltd (“Monzo”) won’t reimburse losses she incurred as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as fo... (3 pages)View decision -
Decision Reference DRN-5821922
17 Feb 2026 New Wave Capital Limited UpheldBanking and PaymentsDRN-5821922 The complaint Mr S complains that New Wave Capital Limited (trading as Capital on Tap) misadvised him about the impact to his credit report of entering an arrangement to repay the debts of a limited company. What happened Mr S personally guaranteed the debts of his limited ... (3 pages)View decision