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-6132857
5 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6132857 The complaint Ms K complains that Revolut Ltd have failed to refund £1,953.30 she says she lost to an impersonation scam. She’s also concerned that Revolut didn’t do enough to try and recover the lost funds. Ms K is being supported in her complaint by her husband. But for ea... (3 pages)View decision -
Decision Reference DRN-6087540
5 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6087540 The complaint Mr H complains that National Westminster Bank PLC (“NatWest”) unfairly reduced the credit limit on his credit card and did not respond appropriately given his vulnerabilities. What happened Mr H says he repaid £11,000 in July 2025 and that NatWest immediately ... (3 pages)View decision -
Decision Reference DRN-5969082
5 Feb 2026 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5969082 The complaint and background Mr G complains that PayPal (Europe) S.a r.l et Cie, S.C.A. (“PayPal”) hasn’t offered him a refund after he says he fell victim to a scam. Mr G 's family are representing him in bringing this complaint. But for ease I’ll refer to Mr G throug... (2 pages)View decision -
Decision Reference DRN-5817471
5 Feb 2026 TSB Bank plc UpheldBanking and PaymentsDRN-5817471 The complaint Ms P complains that TSB Bank plc (“TSB”) 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 all parties, so I won’t repeat it all again here. But in summary, I understand it to be ... (4 pages)View decision -
Decision Reference DRN-6111743
5 Feb 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-6111743 The complaint A limited company, which I will refer to as P in this decision, has complained about the handling of a claim by Hiscox Insurance Company Limited, made for business interruption losses under its business insurance policy. Mr C, as a director of P, has brought t... (6 pages)View decision -
Decision Reference DRN-5855999
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5855999 The complaint Mr O’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 ... (13 pages)View decision -
Decision Reference DRN-5862463
5 Feb 2026 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5862463 The complaint Ms B complains, with the help of a professional third party, about the advice and service she has received from St. James's Place Wealth Management Plc (‘SJPWM’). Ms B says the advice she received to open a unit trust and investment ISA in 2014 was unsuita... (8 pages)View decision -
Decision Reference DRN-6014184
5 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6014184 Complaint Miss S has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says she shouldn’t have been provided with this credit card as she already had a lot of debt and this meant that this card was unaffordable. Background I... (3 pages)View decision -
Decision Reference DRN-5839777
5 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5839777 The complaint Ms M complains that Barclays Bank UK PLC did not reimburse the funds she lost to a scam. What happened Ms M says she was deceived by a fake travel agent into making a number of card payments to various airlines. She says she received fake tickets, but was given... (3 pages)View decision -
Decision Reference DRN-5967394
5 Feb 2026 Hutchison 3G UK Limited UpheldConsumer CreditDRN-5967394 The complaint Miss T is unhappy with the way Hutchison 3G UK Limited trading as Three (“Three”) handled her device plan agreement and supported her with an outstanding debt. What happened In early 2024 Miss T bought a phone from Three using a fixed sum loan agreement (“the d... (6 pages)View decision