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-5577242
10 Feb 2026 Interactive Investor Services Limited Not upheldInvestmentsDRN-5577242 The complaint Mr R complains about Interactive Investor Services Limited (‘II’) and the transfer of his shares. He says that two of his shareholdings (‘NAV’ and ‘LA’) weren’t transferred to his new provider when they should have been, and some went missing. Mr R further comp... (4 pages)View decision -
Decision Reference DRN-6046815
9 Feb 2026 Phoenix Life Limited Not upheldInvestmentsDRN-6046815 The complaint Mr M complains that Phoenix Life Limited have been unable to demonstrate that they paid him the maturity proceeds of an investment that he previously held with them. What happened Mr M took out an Abbey Life Security Plan on 8 June 1979 for a term of 35 years,... (4 pages)View decision -
Decision Reference DRN-6119265
9 Feb 2026 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-6119265 The complaint Mrs B complains that the charges The Prudential Assurance Company Limited applied to her investment bond were inaccurate. What happened Mrs B set up a Prudential investment bond in April 2002 and then made two additional top up payments in December 2022 and Au... (5 pages)View decision -
Decision Reference DRN-6047197
9 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6047197 The complaint Mr K has complained that Barclays Bank UK PLC unfairly removed his overdraft facility. What happened Mr K has two accounts with Barclays, and both had overdraft facilities. However, it wrote to him on 22 November 2024, to say it was removing the facility on one... (2 pages)View decision -
Decision Reference DRN-5761079
9 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5761079 The complaint Mr B complains that Monzo Bank Ltd (Monzo, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to an investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mr B says a wor... (7 pages)View decision -
Decision Reference DRN-5985327
9 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5985327 The complaint Ms K’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (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... (14 pages)View decision -
Decision Reference DRN-6003272
9 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6003272 The complaint Mrs H complains Revolut won’t reimburse money she lost when she fell victim to an investment scam. Mrs H is professionally represented, however for ease, I’ll refer to Mrs H throughout my decision. What happened In 2023, Mrs H fell victim to a crypto investment... (6 pages)View decision -
Decision Reference DRN-6140669
9 Feb 2026 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-6140669 The complaint Mr H’s complaint is, in essence, that Hitachi Capital (UK) Plc (trading as Novuna Personal Finance - Novuna) (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Ac... (7 pages)View decision -
Decision Reference DRN-6087022
9 Feb 2026 Lloyds Bank PLC Not upheldMortgagesDRN-6087022 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) recalculated his contractual monthly payment (CMP) following him making overpayments, when he wanted this to remain the same to repay his mortgage quicker. He is also unhappy that if he wants to formally reduce the t... (4 pages)View decision -
Decision Reference DRN-6005222
9 Feb 2026 Volvo Car UK Limited UpheldConsumer CreditDRN-6005222 The complaint Mrs T complained about end of contract charges for a car supplied on finance by Volvo Car UK Limited (“VCUK”). What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. But, to summarise, VCU... (4 pages)View decision