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-6271023
2 Apr 2026 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-6271023 The complaint Miss U complains ZILCH TECHNOLOGY LIMITED trading as Zilch (‘Z’) failed to refund her transaction fees automatically. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ro... (3 pages)View decision -
Decision Reference DRN-6022988
2 Apr 2026 Trading 212 UK Limited Not upheldInvestmentsDRN-6022988 The complaint Mr D says his crude oil CFD positions were closed after a platform freeze, causing losses of around £71,000. He wants those losses refunded. What happened Mr D has a trading account with Trading 212 UK Limited (‘Trading 212’) with open positions and pending ord... (2 pages)View decision -
Decision Reference DRN-6202606
2 Apr 2026 PROFILE FINANCIAL SOLUTIONS LTD UpheldPensions and AnnuitiesDRN-6202606 The complaint Mr R complains that Profile Financial Solutions Limited (Profile Financial) provided unsuitable advice when it recommended transferring his existing pension plan to a new self- invested personal pension (SIPP). He thought that when considering the value of his ... (9 pages)View decision -
Decision Reference DRN-5901748
2 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5901748 The complaint Mr F complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED didn’t refund a payment he made using his credit card. What happened Mr F holds a credit card with AMEX. In April 2025, he raised a dispute for an amount he’d been charged by a hotel; in summary, Mr ... (3 pages)View decision -
Decision Reference DRN-6137262
2 Apr 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6137262 The complaint Mr K and Mr K complain about the way Liverpool Victoria Insurance Company Limited handled a claim they made on their landlord insurance policy following an escape of water in their rented property. One of the Mr K’s has been the main correspondent for the claim... (3 pages)View decision -
Decision Reference DRN-6224934
2 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6224934 The complaint Mrs K complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t refunded the money she believes she lost to an authorised push payment (‘APP’) scam. Mrs K referred her complaint to this service with the help of a professional representative. Ho... (3 pages)View decision -
Decision Reference DRN-6072293
2 Apr 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6072293 The complaint Mr G complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly increased his motor insurance premium at application stage. What happened The circumstances of this case are known to both parties, but in summary Mr G applied for a motor insurance po... (3 pages)View decision -
Decision Reference DRN-6232852
2 Apr 2026 Lendable Ltd UpheldBanking and PaymentsDRN-6232852 The complaint Lendable Ltd, trading as Zable, provided Miss K with a credit card in 2022. It had a credit limit of £200. Zable then increased the credit limit as follows: Credit Limit Increase (CLI) New Limit Effective date CLI one £500November 2022 CLI two £800August 2023 C... (3 pages)View decision -
Decision Reference DRN-6228429
2 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6228429 The complaint Miss C complains about blocks which have been applied to her accounts and about the information which HSBC UK Bank Plc has provided to her. What happened Miss C has previously referred a complaint to this service, after HSBC applied blocks to her account. In th... (2 pages)View decision -
Decision Reference DRN-5993555
2 Apr 2026 Haven Insurance Company Limited Not upheldInsuranceDRN-5993555 The complaint Mr W complains that Haven Insurance Company Limited (Haven) has unfairly declined a claim made on a home insurance policy and voided the policy. What happened Mr W held a home insurance policy with Haven. He made a claim for damage to the property caused by a l... (6 pages)View decision