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-6182758
26 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6182758 The complaint Miss H is unhappy that Clydesdale Bank Plc trading as Virgin Money didn’t close her account. What happened On 20 March 2025, Miss H cleared the balance of her Virgin credit account and submitted an online request to close the account. At that time, Miss H was ... (5 pages)View decision -
Decision Reference DRN-6172125
26 Feb 2026 F2 Capital Ventures LLP UpheldInvestmentsDRN-6172125 The complaint Mrs P and Mr D2 complain as executors of the late Mr D1’s estate, about the advice Mr D1 was given by Isca Asset Management Ltd, an appointed representative of F2 Capital Ventures LLP, regarding the volume and frequency of trades that Mr D1 was advised to place... (8 pages)View decision -
Decision Reference DRN-6124226
26 Feb 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6124226 The complaint Mr and Mrs W are unhappy that Zurich Insurance Company Ltd proportionately settled a claim they made on their travel insurance policy. What happened Mr and Mrs W were on holiday when Mr W became very unwell with symptoms related to his pre-existing medical cond... (2 pages)View decision -
Decision Reference DRN-5883598
26 Feb 2026 HSBC UK Bank Plc UpheldConsumer CreditDRN-5883598 The complaint Mr D complains about how HSBC UK Bank Plc handled his request to change his direct debit. What happened Mr G had a loan and current account with HSBC, which he paid by monthly direct debit. On 26 June 2025, he called HSBC and asked it to change the date his loa... (2 pages)View decision -
Decision Reference DRN-5941687
26 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5941687 The complaint Mr K complains about how Admiral Insurance (Gibraltar) Limited (Admiral) handled a claim under his motor insurance policy for damage to his vehicle. References to Admiral include their agents who administer the policy and assess claims. What happened In July... (3 pages)View decision -
Decision Reference DRN-6180388
26 Feb 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6180388 The complaint Ms F complains that J.P. Morgan Europe Limited trading as Chase (Chase|) failed to handle her claim for a refund properly. What happened Ms F was abroad and wished to obtained legal advice. She contacted a local law firm and a meeting was set up. Ms F says she ... (3 pages)View decision -
Decision Reference DRN-6053009
26 Feb 2026 JBR Capital Limited UpheldConsumer CreditDRN-6053009 The complaint Mr K complains that JBR Capital Limited trading as JBR Capital (who I’ll call JBR) misrepresented a finance agreement to him. What happened I issued a provisional decision on this complaint in December 2025. An extract from that provisional decision is set out... (6 pages)View decision -
Decision Reference DRN-6104630
26 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6104630 The complaint J a limited company complains HSBC UK Bank Plc hasn’t provided reasonable support in relation to its outstanding overdraft balance. J is represented in bringing this complaint by its director, Miss C. What happened J holds a current account with a £30,000 ove... (2 pages)View decision -
Decision Reference DRN-6182255
26 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6182255 The complaint Mr R complains about the service he received from Barclays Bank UK PLC (“Barclays”) when he wished to arrange a time sensitive international payment to invest in a business located abroad. What happened Mr R wished to invest in a family business “S” located abr... (4 pages)View decision -
Decision Reference DRN-6163637
26 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6163637 The complaint Mr V complains about how HSBC UK Bank Plc handled his credit card balance transfer. What happened In November 2024, Mr V tried to complete a balance transfer of £2,900 from his HSBC credit card to another credit card held with a company I’ll refer to as ‘A’. H... (3 pages)View decision