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 388057 results
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Decision Reference DRN-5462055
10 Dec 2025 Plus500UK Ltd Not upheldInvestmentsDRN-5462055 The complaint Mr T complains that Plus500 closed his position following a margin call and later closed his account. He says he does not fully understand how the loss is the amount that it is. What happened Mr T opened a trading account with Plus500 in 2024. He had traded CF... (3 pages)View decision -
Decision Reference DRN-5742853
10 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5742853 The complaint Mr J complains about information HSBC UK Bank Plc recorded on his credit file. What happened In January 2024, HSBC wrote to Mr J to let him know it would close his account on 27 March 2024. The letter said any outstanding balance owed on the account must be rep... (3 pages)View decision -
Decision Reference DRN-5979108
10 Dec 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5979108 The complaint Mr D is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly when they provided him with a personal loan. What happened In October 2024, Mr D applied for a loan with MCB. They approved his application a... (3 pages)View decision -
Decision Reference DRN-6006164
10 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6006164 The complaint Mr and Mrs R complain because Aviva Insurance Limited only paid part of a claim under their private medical insurance policy. What happened Mr and Mrs R held a private medical insurance policy, provided by Aviva. In April 2025, Mr R made a claim for NHS cash b... (3 pages)View decision -
Decision Reference DRN-5855201
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5855201 The complaint Mr V complains that HSBC UK Bank Plc unreasonably sent him letters asking for personal information from him. What happened Mr V had a bank account with HSBC – and its predecessor Midland Bank – for around 45 years. In 2025, HSBC sent four questionnaires to Mr V... (3 pages)View decision -
Decision Reference DRN-5921250
10 Dec 2025 Savvy Loan Products Limited Not upheldConsumer CreditDRN-5921250 The complaint Miss V complains Savvy Loan Products Limited trading as Tick Tock Loans (TTL) irresponsibly lent to her. What happened TTL provided Miss V with two loans as follows: Loan Number Date of Sale Date Repaid Loan Amount Regular Monthly Repayment Loan term (days) 1... (7 pages)View decision -
Decision Reference DRN-6009934
10 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6009934 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr A says that he came across a video that advertised trading using AI. He was interested and clicked a link to provide his contact detai... (6 pages)View decision -
Decision Reference DRN-5825334
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5825334 The complaint Mr T complains about Santander Bank PLC (Santander) after a transaction decline, and the service they provided when he telephoned them. What happened The circumstances that led to the complaint are well known by both parties, so I won’t repeat them in detail, ... (2 pages)View decision -
Decision Reference DRN-5718366
10 Dec 2025 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5718366 The complaint Business R has complained that Interactive Brokers (U.K.) Limited (‘IB’) unfairly downgraded its options trading permissions. Business R says it suffered a financial loss as a result, would like for those losses to be returned and for the trading permissions to... (7 pages)View decision -
Decision Reference DRN-6009864
10 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6009864 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr M is represented. What happened I issued a provisional decision for t... (7 pages)View decision