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 130193 results
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Decision Reference DRN-5952856
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5952856 The complaint Mr A complains that HSBC UK Bank Plc hasn’t refunded him after he lost money to what he believes was an investment scam. What happened Mr A came across a business I’ll call Company C online. It was advertising investments in housing on social media. He engaged... (3 pages)View decision -
Decision Reference DRN-5802195
12 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-5802195 The complaint Mr C is unhappy Aviva Insurance Limited declined a claim made on his home insurance policy. Any reference to Aviva includes the actions of its agents who were acting on its behalf. What happened The background of this complaint is well known to both parties. An... (2 pages)View decision -
Decision Reference DRN-6150248
12 Feb 2026 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-6150248 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (12 pages)View decision -
Decision Reference DRN-5827919
12 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5827919 The complaint Ms V complains that Lloyds Bank PLC won’t reimburse her after she made payments towards an investment that she now considers to have been a scam. Ms V is professionally represented in bringing her complaint, but for ease of reading I’ll refer to all submissions... (5 pages)View decision -
Decision Reference DRN-6141950
12 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6141950 The complaint Ms B is a sole trader. She complains National Westminster Bank Public Limited Company mis-sold her a business loan that wasn’t suitable for her circumstances. She says this error has had a number of consequences, including a failure to obtain a five year lease ... (8 pages)View decision -
Decision Reference DRN-6149112
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6149112 The complaint Mr H complains HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost to an investment scam. What happened I issued a provisional decision in January 2026 to explain why I thought Mr H’s’ complaint should be partially upheld. And I said I’d consider anything ... (7 pages)View decision -
Decision Reference DRN-5829672
12 Feb 2026 Vodafone Limited UpheldConsumer CreditDRN-5829672 The complaint Mr D complains that Vodafone Limited acted irresponsibly when it lent him five fixed-sum personal loans, as they were unaffordable for him. What happened In 2021 and 2022, Mr D took out five fixed-sum loan agreements with Vodafone, each to purchase a smartphone... (2 pages)View decision -
Decision Reference DRN-5943920
12 Feb 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-5943920 The complaint Mr L complains that Acromas Insurance Company Limited wouldn’t pursue legal action under his motor legal assistance insurance claim. What happened Mr L held motor legal assistance cover with Acromas. In 2024, Mr L’s car was damaged by a third-party. He made a ... (3 pages)View decision -
Decision Reference DRN-5938517
12 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5938517 The complaint C, a limited company complains that Revolut Ltd won’t refund her all the funds lost as a result of a safe account scam. Mrs O, a director of C, brings the complaint on behalf of C. What happened The background to this complaint is well-known to both parties, ... (3 pages)View decision -
Decision Reference DRN-5874728
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5874728 Complaint Mr and Mrs R are unhappy that HSBC UK Bank Plc didn’t reimburse them after they reported falling victim to a scam. Background The background to this case is already well known to the parties, so I do not intend to set it out in full. Instead, I will provide a summa... (3 pages)View decision