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-6059403
6 Feb 2026 Openwork Limited UpheldInvestmentsDRN-6059403 The complaint Miss K has complained about the advice she received from an appointed representative of Openwork Limited (‘Openwork’). She says the investments were too high risk, she was charged excessive fees and the buy to let mortgage advice wasn’t suitable for her. What ... (10 pages)View decision -
Decision Reference DRN-5952844
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5952844 The complaint Miss M says Revolut Ltd (“Revolut”) failed to protect her from financial harm when she fell victim to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Miss M says she was contacte... (4 pages)View decision -
Decision Reference DRN-5938155
6 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5938155 The complaint A limited company, which I have referred to as M, complains about the decision of AXA Insurance UK Plc to decline the claim it made on its commercial insurance policy following a theft. What happened The following is intended only as a summary of the events lea... (3 pages)View decision -
Decision Reference DRN-5959292
6 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5959292 The complaint Mr and Mrs A complain HSBC UK Bank Plc (“HSBC”) has declined to offer them a refund after they fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail again here. However, I und... (6 pages)View decision -
Decision Reference DRN-5796127
6 Feb 2026 QUILTER FINANCIAL SERVICES LIMITED UpheldInvestmentsDRN-5796127 The complaint Mr G complains that Quilter Financial Services Limited (“Quilter”) gave him unsuitable investment advice. He says he was advised to invest in a fund which was too risky for him. He sold the fund and incurred a loss, and he wants Quilter to compensate him. The ... (6 pages)View decision -
Decision Reference DRN-5885827
6 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5885827 The complaint Mr P’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 him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-6034723
6 Feb 2026 American International Group UK Limited Not upheldInsuranceDRN-6034723 The complaint Mr K complains that American International Group UK Limited (AIG) declined his travel insurance claim. What happened Mr K lost his passport at the airport before checking in for a flight. He took a taxi to his house and the cab driver waited while he tried to f... (2 pages)View decision -
Decision Reference DRN-6023491
6 Feb 2026 British Friendly Society Limited Not upheldInsuranceDRN-6023491 The complaint Mr W is unhappy that British Friendly Society Limited have declined a claim he made on an income protection policy and with delays in handling the claim. What happened Mr W applied for an income protection policy. During the application process Mr W was asked q... (3 pages)View decision -
Decision Reference DRN-6129342
6 Feb 2026 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-6129342 The complaint Mrs B complains that a car supplied to her under a hire purchase agreement with FIRST RESPONSE FINANCE LIMITED (First Response) was of an unsatisfactory quality. Reference to Mrs B and First Response include their representatives. What happened I issued a prov... (9 pages)View decision -
Decision Reference DRN-6109569
6 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6109569 The complaint Miss M complains that Lloyds Bank PLC (“Lloyds”) unfairly took the decision to close her account due to raising a number of valid disputed transactions and failed to take into consideration her vulnerabilities. What happened Following review of Miss M’s accoun... (3 pages)View decision