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 401363 results
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Decision Reference DRN-5956614
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5956614 The complaint Mrs B complains that HSBC UK Bank Plc won’t refund money she says she has lost to a scam. Mrs B is represented in this matter, but for ease of reading I will refer to Mrs B throughout this decision. What happened The background to this complaint is well-known t... (4 pages)View decision -
Decision Reference DRN-5973684
15 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5973684 The complaint Mr D complained about Bank of Scotland plc trading as Halifax after it blocked a payment he attempted and restricted his account. He seeks compensation for costs incurred and time spent dealing with the matter and he wants Halifax to review its fraud policy. ... (2 pages)View decision -
Decision Reference DRN-5657408
15 Dec 2025 Robinhood U.K. Ltd Not upheldInvestmentsDRN-5657408 The complaint Mr M complains that Robinhood U.K. Ltd (Robinhood) didn’t execute his stop sell order on the day it was made. He says the information provided by Robinhood didn’t warn him that stop sell orders would only be executed during market hours. Mr M also says the inf... (5 pages)View decision -
Decision Reference DRN-5968972
15 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5968972 The complaint Mr C is unhappy with how Haven Insurance Company Limited (Haven) has handled his mobile phone claim on his home insurance policy. He’s also unhappy with the delays and the lack of communication. What happened Mr C has a home insurance policy and Haven is the un... (3 pages)View decision -
Decision Reference DRN-5158434
15 Dec 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5158434 The complaint Mr O complains about ReAssure Limited (“ReAssure”). He’s unhappy ReAssure won’t allow him to take retirement benefits directly from his Personal Pension Plan (PPP) via flexi- access drawdown so he can retain his existing investments. And he doesn’t think it’s f... (6 pages)View decision -
Decision Reference DRN-5446696
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5446696 The complaint Ms W complains that Revolut Ltd has declined to refund disputed transactions that were made from her account. What happened On 3 and 6 December 2024, a total of four ‘card not present’ transactions totalling £244.30 were made from Ms W’s account using her Revol... (3 pages)View decision -
Decision Reference DRN-5972914
15 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5972914 The complaint Mr M’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 ... (10 pages)View decision -
Decision Reference DRN-6020627
15 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6020627 The complaint Mr M is unhappy Barclays Bank UK PLC will not refund the money that he lost as the result of a scam. What happened As both parties are familiar with the details of the scam, I won’t repeat them here in full. In summary, Mr M fell victim to a job/task scam. He w... (5 pages)View decision -
Decision Reference DRN-6021089
15 Dec 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-6021089 The complaint Mrs C had a motor insurance policy administered by Sainsbury’s Bank Plc. She says the communication from it around the cancellation of her policy was lacking. What happened Mrs C’s insurer found an undisclosed claim made by Mrs C on a database. It advised Sain... (2 pages)View decision -
Decision Reference DRN-6021163
15 Dec 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6021163 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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 (as amended) (the ‘CCA’) and (2) de... (20 pages)View decision