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-5954750
4 Feb 2026 RCI Financial Services Limited Not upheldConsumer CreditDRN-5954750 The complaint Mr H complains that a car acquired under a hire purchase agreement with RCI Financial Services trading as Nissan Financial Services (“RCI”) wasn’t of satisfactory quality when it was supplied to him. Mr H has been represented in this complaint. But for ease of... (4 pages)View decision -
Decision Reference DRN-6129999
4 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6129999 The complaint Mr and Mrs S’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)... (16 pages)View decision -
Decision Reference DRN-5853519
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5853519 The complaint Mr S complains that NewDay Ltd won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything again here. In summary Mr S paid a company for a hair transpl... (3 pages)View decision -
Decision Reference DRN-5960483
4 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5960483 The complaint Mr H is unhappy that deductions were taken from an international bank transfer via his HSBC UK Bank Plc account. What happened Mr H made a transfer of over $35,000 through HSBC to purchase some goods. Despite selecting to pay any fees on top of the transaction,... (3 pages)View decision -
Decision Reference DRN-5958128
4 Feb 2026 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5958128 The complaint Ms S complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) encashed some pension savings she held with the firm without her permission. What happened Ms S held pension savings with HLAM. In December 2023 she transferred the majority of her pensio... (4 pages)View decision -
Decision Reference DRN-6091629
4 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6091629 The complaint Mr V is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr V lost money to a cruel job scam after he was approached online and offered work posting ... (3 pages)View decision -
Decision Reference DRN-6100388
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6100388 The complaint Miss L complains that Santander UK Bank Plc won’t refund her money she says she has lost in a romance and investment scam. Miss L is being represented by a professional representative but for ease of reading I’ve just referred to Miss L. What happened The circu... (6 pages)View decision -
Decision Reference DRN-6130090
4 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6130090 The complaint Mr J is unhappy that Santander UK PLC won’t reimburse him after he reported being the victim of a scam. What happened Both sides are aware of what happened so I will provide a brief summary. In February 2024, Mr J was looking for flights abroad. He said his sis... (5 pages)View decision -
Decision Reference DRN-6113186
4 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6113186 The complaint Mrs D complains that Clydesdale Bank Plc trading as Virgin Money has not paid an enhanced rate of interest on a fixed rate bond she held with them. What happened The Virgin Money brand is made up of different products and different providers. Virgin Money offer... (8 pages)View decision -
Decision Reference DRN-5831449
4 Feb 2026 Great Lakes Insurance SE UpheldInsuranceDRN-5831449 The complaint Mr O and Ms V complain about the way Great Lakes Insurance SE (‘Great Lakes’) dealt with a claim they made on their property insurance policy. Mr O is the freeholder and named on the policy underwritten by Great Lakes. Ms V, as a leaseholder, was a beneficiary... (4 pages)View decision