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 400694 results
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Decision Reference DRN-5780069
8 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5780069 The complaint Mr and Mrs R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (19 pages)View decision -
Decision Reference DRN-6032556
8 Apr 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6032556 The complaint Mr M has complained that the way Liverpool Victoria Insurance Company Limited (LV) has decided to settle his claim for storm damage under his home insurance policy is unfair. Mr M is being represented by his son, also Mr M in his complaint. For ease, I will ref... (4 pages)View decision -
Decision Reference DRN-6254307
8 Apr 2026 Kensington Mortgage Company Limited Not upheldMortgagesDRN-6254307 The complaint Mr A complains that Kensington Mortgage Company Limited trading as Acenden informed his ex-wife that it had cancelled a planned eviction. What happened Mr A took a mortgage of approximately £240,000 in 2007. The mortgage book of the lender was subsequently tra... (3 pages)View decision -
Decision Reference DRN-5753970
8 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5753970 The complaint Ms K complains that HSBC UK Bank Plc (“HSBC”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well-known to both parties and has been laid out in detail by our Investigator in their view, so ... (5 pages)View decision -
Decision Reference DRN-6246609
8 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6246609 The complaint Miss G complains about multiple service issues she has experienced with her HSBC Bank UK Plc account over several years. What happened The details of this complaint are well-known to the parties, so I won’t repeat all of them again. However, I’ve summarised bel... (5 pages)View decision -
Decision Reference DRN-4894907
8 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4894907 The complaint Mr T complains that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened In 2013 Mr T became a me... (24 pages)View decision -
Decision Reference DRN-6083569
8 Apr 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6083569 The complaint Mrs S is unhappy with Aviva Life & Pensions UK Limited’s decision to decline her claim. What happened Mrs S has critical illness cover with Aviva. In December 2024, she was diagnosed with rheumatoid arthritis (RA) and submitted her claim for total permanent... (3 pages)View decision -
Decision Reference DRN-6104694
8 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6104694 The complaint Miss S complains TSB Bank plc acted unfairly when she asked it to refund her for payments she made using her debit card. What happened In September 2025 Miss S made four payments to a company I’ll refer to as K for various items from its online shop. She paid: ... (3 pages)View decision -
Decision Reference DRN-6179835
8 Apr 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6179835 The complaint Mrs E complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t refund the money she lost after falling victim to a scam. What happened In May 2023 Mrs E found an investment online that involved cryptocurrency trading using an AI algorithm. Mr... (4 pages)View decision -
Decision Reference DRN-6275870
8 Apr 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6275870 The complaint Ms L complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost as the result of a scam. What happened In 2025, Ms L met someone through a dating app. I’ll refer to this person as D. D said he worked for a bank as a cryptocurrency analyst and inves... (5 pages)View decision