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 130332 results
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Decision Reference DRN-6189014
2 Mar 2026 EE Limited UpheldConsumer CreditDRN-6189014 The complaint Mr C has complained that EE Limited (EE) unfairly declined his application for credit and did not provide a reason why. What happened In July 2025, Mr C Applied for a credit agreement to acquire a mobile phone. EE has said the application took place in store a... (4 pages)View decision -
Decision Reference DRN-6188847
2 Mar 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6188847 The complaint Mrs M complaints that Clydesdale Bank Plc trading as Virgin Money has declined to refund disputed transactions that were made from her account when she fell victim to a scam. What happened On 24 September 2024, Mrs M received a call from someone claiming to wor... (5 pages)View decision -
Decision Reference DRN-6076848
2 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6076848 The complaint A company which I’ll call ‘T’ complains that HSBC UK Bank Plc didn’t reimburse the money it transferred to a fraudster. The complaint is brought on T’s behalf by one of its directors, Mr O. Mr O is represented by Mr A, but for ease I’ll refer to Mr O throughou... (11 pages)View decision -
Decision Reference DRN-5971188
27 Feb 2026 XTB Limited UpheldInvestmentsDRN-5971188 The complaint Mr G complains that XTB Limited unfairly withheld withdrawal payments from this investment account with them. What happened On 24 and 25 June 2025, Mr G placed requests through XTB’s platform to withdraw £575 and £262 respectively from his investment account w... (4 pages)View decision -
Decision Reference DRN-6102671
27 Feb 2026 Halifax Share Dealing Limited UpheldInvestmentsDRN-6102671 The complaint Mrs S complains that Halifax Share Dealing Limited (‘HSDL’) gave her misleading reassurance when she asked about transferring shares from her ShareBuilder account to her Share Dealing account. What happened Mrs S contacted HSDL on 17 March 2025 to discuss tran... (6 pages)View decision -
Decision Reference DRN-6188213
27 Feb 2026 AWP P&C S.A. UpheldInsuranceDRN-6188213 The complaint Mrs O, Miss O, Miss O and Mr O complain that AWP P&C S.A. declined their travel insurance claim. My references to AWP include its agents. As Mr O has taken the lead on the claim and complaint I’ll refer to Mr O to include all the complainants unless the fac... (5 pages)View decision -
Decision Reference DRN-6040536
27 Feb 2026 Sabre Insurance Company Limited UpheldInsuranceDRN-6040536 The complaint Miss P says that after she made a claim on her motor insurance policy, Sabre Insurance Company Limited returned her written off car to her with further damage on it. What happened Miss P’s car was damaged in an accident in April 2025. Sabre decided to write it... (3 pages)View decision -
Decision Reference DRN-6148606
27 Feb 2026 EE Limited UpheldConsumer CreditDRN-6148606 The complaint Mr W complains that EE Limited did not honour an agreement he’d signed enabling him to purchase a phone on credit. What happened Mr W says that, after he signed a financial agreement to purchase a phone from EE, he was told he wasn’t eligible for the credit an... (3 pages)View decision -
Decision Reference DRN-6180236
27 Feb 2026 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-6180236 The complaint Mr P complains Scottish Widows Limited has provided him with inaccurate values for his personal pension, causing him uncertainty, distress and financial loss. What happened For many years Mr P has held a personal pension with Scottish Widows. In about 2003 par... (5 pages)View decision -
Decision Reference DRN-5719687
27 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5719687 Complaint Mr E complains on behalf of E, a limited company, that HSBC UK Bank Plc didn’t reimburse it after it reported falling victim to an investment scam. Although it was the limited company that sustained the loss here, it was Mr E who interacted with the alleged scammer... (4 pages)View decision