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-6117171
30 Jan 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6117171 The complaint Mr and Mrs P complain about the way Aviva Life & Pensions UK Limited (originally General Accident) has administered a reviewable whole of life policy. They are unhappy they were required to substantially increase the premiums after the 2021 policy review, a... (5 pages)View decision -
Decision Reference DRN-5838029
30 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5838029 The complaint Miss C complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In April 2025, Miss C received a text message from someone who said they had details of a potential job for her. And as Miss C had been looking f... (3 pages)View decision -
Decision Reference DRN-5833388
30 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5833388 The complaint Mr R complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2024, Mr R came across a property investment company on a social media website. The company claimed to be offering inve... (7 pages)View decision -
Decision Reference DRN-5959593
30 Jan 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-5959593 The complaint Mr D complains because Inter Partner Assistance SA (‘IPA’) hasn’t paid a cancellation claim under his travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Mr D was insured under... (2 pages)View decision -
Decision Reference DRN-6060532
30 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6060532 The complaint Mrs D complains that HSBC UK Bank Plc unfairly made a referral to authorities following its contact with her. What happened Mrs D complained to HSBC after the bank initiated a police visit and contact from social services. She says this caused embarrassment, an... (2 pages)View decision -
Decision Reference DRN-5817070
29 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5817070 The complaint Mr M has complained about the service he received from Admiral Insurance (Gibraltar) Limited (“Admiral”), following a claim for water damage to his property. What happened In 2024, Mr M made a claim after he found that his home was damaged by water ingress. He ... (3 pages)View decision -
Decision Reference DRN-6080493
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6080493 The complaint Mr and Mrs W say that Shawbrook Bank Limited– (the Lender), unfairly declined their claim under section 75 and section 56 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor- debtor relationship with the Lender was unfair to them under section ... (9 pages)View decision -
Decision Reference DRN-5912580
29 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5912580 The complaint Mrs H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (11 pages)View decision -
Decision Reference DRN-5877118
29 Jan 2026 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-5877118 The complaint Mr P complains that Interactive Brokers (U.K.) Limited (‘IBUK’) placed a trading restriction on his dealing account without prior notice or justification. As a result of the restriction, he was unable sell one of his holdings when the price fell sharply and he ... (5 pages)View decision -
Decision Reference DRN-5918622
29 Jan 2026 Trading 212 UK Limited UpheldInvestmentsDRN-5918622 The complaint Mr M complains that Trading 212 UK Limited (‘T212’) unfairly restricted access to some money in his account with them. What happened Mr M holds a trading account with T212. During the 2024/2025 tax year, T212 ran a promotional campaign offering 1% cashback on ... (5 pages)View decision