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 393318 results
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Decision Reference DRN-6139357
18 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6139357 The complaint Miss B has complained HSBC UK Bank plc contributed to her distress and upset after being the victim of fraud in August 2025. What happened In August 2025 whilst visiting family overseas, Miss B was a victim of theft. Her phone was stolen and then used to make t... (2 pages)View decision -
Decision Reference DRN-5908195
18 Feb 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5908195 The complaint Mr H complains that a misrepresentation was made in relation to a car acquired using a hire purchase agreement with Startline Motor Finance Limited (“Startline”). What happened In March 2024, Mr H acquired a used car using a hire purchase agreement with Startl... (3 pages)View decision -
Decision Reference DRN-6161835
18 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6161835 The complaint Mr P complains that Bank of Scotland plc trading as Halifax (‘Halifax’) did not reimburse the funds he says he lost to a scam. What happened In 2023 Mr P says he was recommended a bookmaker by a friend of his who had seen good offers and returns from the bookma... (10 pages)View decision -
Decision Reference DRN-6122424
18 Feb 2026 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-6122424 The complaint G, a limited company, complains about what Accelerant Insurance Europe SA/NV UK Branch did after it made a claim on its business protection insurance policy. What happened G has two business protection insurance policies with Accelerant which include cover for ... (4 pages)View decision -
Decision Reference DRN-6080018
18 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6080018 The complaint Mrs T complains that Lloyds Bank PLC unfairly refuses to refund her money she lost in a work tasks scam. What happened The circumstances surrounding this scam are well known to both parties, so I haven’t set them out in detail here. Instead, I’ve summarised wha... (4 pages)View decision -
Decision Reference DRN-5791579
18 Feb 2026 Tesco Underwriting Limited UpheldInsuranceDRN-5791579 The complaint Mrs R complains a claim was declined by Tesco Underwriting Limited on her buildings insurance policy. What happened Mrs R had a buildings insurance policy with Tesco. During a storm in January 2025, Mrs R’s roof was damaged. Mrs R raised a claim, but it was dec... (3 pages)View decision -
Decision Reference DRN-6148637
18 Feb 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6148637 The complaint Mr J complains American Express Services Europe Limited (“Amex”) acted unfairly by not refunding a payment he made using his credit card. What happened In June 2024, Mr J booked a nine-night stay at a hotel I’ll refer to as C. He paid £10,307.32 using his Amex... (7 pages)View decision -
Decision Reference DRN-6074632
18 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6074632 The complaint Mr T complains American Express Services Europe Limited unfairly defaulted his credit card account. Mr T also complains about the service he’s received from American Express and its agents. What happened Mr T held a credit card account with American Express. I... (4 pages)View decision -
Decision Reference DRN-5898913
18 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5898913 The complaint Mr S complains that Starling Bank Limited has declined to reimburse payments made in relation to a scam. What happened In August 2024, Mr S received a call from a scammer impersonating one of his banking providers (Bank A). They persuaded Mr S that his account ... (3 pages)View decision -
Decision Reference DRN-6163395
18 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6163395 The complaint Mr A’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (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 ... (6 pages)View decision