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-5824946
20 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5824946 The complaint Mr S complains that Lloyds Bank PLC (“Lloyds”) has failed to refund the money that he lost to a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving the rea... (4 pages)View decision -
Decision Reference DRN-6146768
20 Feb 2026 Skipton Building Society UpheldPensions and AnnuitiesDRN-6146768 The complaint Mr D complains that he was given unsuitable advice by Skipton Building Society (‘Skipton’) in 2021 to switch his existing personal pension plan, his Individual Savings Account (‘ISA’) and his General Investment account to a new provider and invest in its recomm... (8 pages)View decision -
Decision Reference DRN-5966253
20 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5966253 The complaint Mr G complains that he was mis-sold his Premier credit card account by HSBC UK Bank Plc. What happened On 1 September 2025, Mr G spoke to HSBC about its Premier credit card account. As a frequent traveller, he wanted an account that would offer free airport lou... (2 pages)View decision -
Decision Reference DRN-5113117
20 Feb 2026 Idealing.com Limited UpheldInvestmentsDRN-5113117 The complaint Mr K complains that iDealing.com Limited didn’t follow his instructions to transfer funds from his ISA to a new provider. He says the delays and handling of this left him without access to his funds and has suffered loss as a result. What happened Mr K held an... (3 pages)View decision -
Decision Reference DRN-6169786
20 Feb 2026 Zurich Insurance PLC UpheldInsuranceDRN-6169786 The complaint Mr and Mrs O have complained about their let property insurer Zurich Insurance PLC because it only accepted part of their claim for storm damage. What happened Mr and Mrs O contacted Zurich in late 2023 to advise of damage. Zurich asked for certain details, wh... (5 pages)View decision -
Decision Reference DRN-6145855
20 Feb 2026 Skrill Limited UpheldBanking and PaymentsDRN-6145855 The complaint Mr S has complained that he was unable to transfer money out of his Skrill Limited (“Skrill”) account. Mr S is also unhappy that Skrill has applied inactivity fees on his account since March 2023. What happened Skrill issued its final response to Mr S’s complai... (2 pages)View decision -
Decision Reference DRN-5752927
20 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5752927 The complaint Ms U complains that Revolut Ltd is holding her liable for a transaction which she says she didn’t authorise. She also complains about the service she received when she disputed the transaction. What happened The detailed background to this complaint is well kn... (3 pages)View decision -
Decision Reference DRN-5861528
20 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5861528 The complaint Mrs M complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost to a scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, Mrs M was looking online to book a family holiday when she came acros... (3 pages)View decision -
Decision Reference DRN-6169659
20 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6169659 The complaint Miss J is unhappy with the support and service that she’s received from Vanquis Bank Limited. What happened On 1 July 2024, Miss J called Vanquis and explained that she was experiencing very difficult personal and financial circumstances which meant that she c... (3 pages)View decision -
Decision Reference DRN-6169407
20 Feb 2026 EE Limited UpheldConsumer CreditDRN-6169407 The complaint Mr H is unhappy that EE Limited are pursuing him for the full outstanding balance of a credit agreement. What happened Mr H financed the purchase of a mobile phone with EE via a credit agreement, to which he made monthly payments of £35.31. On 5 May 2025, Mr H... (3 pages)View decision