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-6017319
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6017319 The complaint Miss A complains that HSBC UK Bank Plc (‘HSBC’) irresponsibly granted her a credit card she couldn’t afford to repay. What happened In April 2019 Miss A entered into an agreement with HSBC to have access to credit by way of a credit card account. She was given... (3 pages)View decision -
Decision Reference DRN-5748922
5 Feb 2026 EE Limited UpheldConsumer CreditDRN-5748922 The complaint Mr P complains that he did not receive goods in respect of a credit agreement he took out with EE Limited trading as EE (‘EE’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It refl... (3 pages)View decision -
Decision Reference DRN-6133217
5 Feb 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-6133217 The complaint Mr D is unhappy that Zurich Assurance Ltd have declined a claim he made on a life insurance policy. What happened Mr D and his late wife, Mrs D, held a life insurance policy. Mrs D sadly died and Mr D claimed on the policy. Zurich declined the claim as they sai... (3 pages)View decision -
Decision Reference DRN-6133185
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6133185 The complaint Mr B 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 unfair credit relationships with him under Section 140A of the Consumer Credit Act 1974 (‘... (3 pages)View decision -
Decision Reference DRN-6095879
5 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6095879 The complaint Ms W complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Ms W applied for a Virgin Money credit card in July 2023. In her application, Ms W said she was employed full time wi... (3 pages)View decision -
Decision Reference DRN-6003105
5 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6003105 The complaint Miss H is unhappy Liverpool Victoria Insurance Company Limited (“LV”) declined her claim for damage caused during a theft (to her garage door). LV were providing cover under a home insurance policy. What happened Miss H reported a break-in to the Police, where ... (3 pages)View decision -
Decision Reference DRN-5967905
5 Feb 2026 Skipton Building Society Not upheldBanking and PaymentsDRN-5967905 The complaint Mr C complains that Skipton Building Society has incorrectly reported the taxable interest earned on his savings account held with it to HM Revenue and Customs (HMRC). He also complains that recent interest calculations are wrong. What happened Mr C has a savin... (3 pages)View decision -
Decision Reference DRN-6104921
5 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6104921 The complaint Ms D complains that Bank of Scotland plc trading as Halifax will not reimburse the funds she lost to a scam. Ms D is professionally represented, but for ease I have only referred to Ms D in my decision. What happened Between October 2023 and February 2024 Ms D ... (3 pages)View decision -
Decision Reference DRN-5833402
5 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5833402 The complaint Mr M complains about the poor level of service he received from Clydesdale Bank Plc trading as Virgin Money. What happened In May 2025, Mr M contacted Virgin Money to raise multiple concerns with the service he had received. In summary these concerns were: • Th... (2 pages)View decision -
Decision Reference DRN-6132277
5 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6132277 The complaint Mr E complains about the service he received from NewDay Ltd trading as Fluid in relation to his credit card account. In particular, he complains that it applied late payment fees and increased his monthly payments. What happened Mr E holds a credit card accou... (6 pages)View decision