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-6138778
17 Feb 2026 Vitality Life Limited UpheldInsuranceDRN-6138778 The complaint Miss I complains that Vitality Life Limited made an error when it set-up her income protection insurance policy, which caused her contract to be underwritten on the wrong terms. Miss I is unhappy that Vitality added an exclusion to her policy after it began. Wh... (4 pages)View decision -
Decision Reference DRN-6061367
17 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6061367 The complaint Mr N complains that American Express Services Europe Limited (AESEL) carried out a credit check and reduced his credit limit. What happened Mr N holds a credit card with AESEL. In May 2025 Mr N’s credit limit was reduced from £8000 to £5000 following a credit c... (2 pages)View decision -
Decision Reference DRN-5985274
17 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5985274 The complaint Mrs D complains about AXA Insurance UK Plc’s decision to decline a claim made after an escape of water at her property. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mrs D has an insuran... (3 pages)View decision -
Decision Reference DRN-5846708
17 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5846708 The complaint Mr and Mrs F are complaining that HSBC UK Bank Plc hasn’t refunded payments made from their joint account after they fell victim to an investment scam. The complaint is brought on their behalf by a professional representative, but I’ll mainly refer to Mr and Mr... (3 pages)View decision -
Decision Reference DRN-6158651
17 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6158651 The complaint Mr and Mrs H’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 (2)... (17 pages)View decision -
Decision Reference DRN-5846933
17 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5846933 The complaint Mr F is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr F here. What happened The circumstances of the scam are kno... (3 pages)View decision -
Decision Reference DRN-5925310
17 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5925310 The complaint and what happened Mr I complains that Lloyds Bank PLC didn’t refund the majority of funds he lost when he fell victim to a scam in May 2025. He made four card payments totalling around £1,500 to what he believed was a genuine employment opportunity. He was told... (2 pages)View decision -
Decision Reference DRN-5881153
17 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5881153 The complaint Mr S complains that Revolut Ltd won’t refund money he says he lost when he was a victim of a scam. Mr S is professionally represented, however, to keep things simple, I’ll refer to Mr S throughout my decision. What happened The background to this complaint is w... (4 pages)View decision -
Decision Reference DRN-6086984
17 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6086984 The complaint Miss C complains that Revolut Ltd won’t refund the full amount of money she lost to 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 and based on the submissions of both pa... (2 pages)View decision -
Decision Reference DRN-6055256
17 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6055256 The complaint Mrs L complains that J.P. Morgan Europe Limited trading as Chase discriminated against her by refusing her a boosted savings account. What happened Mrs L holds a saving account with Chase. In April 2025, some of her family members were sent a marketing email, t... (2 pages)View decision