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-6283107
10 Apr 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6283107 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it increased the limit on his credit card. What happened The background to my complaint and my initial conclusions were set out in a provisional decision. I said: Mr C succ... (4 pages)View decision -
Decision Reference DRN-6179490
10 Apr 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-6179490 The complaint Mr T complains that, after becoming a customer of St. James's Place Wealth Management Plc (SJPWM) in 2013, it should have been providing him with annual reviews of his financial circumstances. He alleges that it failed to do this in a satisfactory way. Wha... (5 pages)View decision -
Decision Reference DRN-5949284
10 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5949284 The complaint Mr A complains about Aviva Insurance Limited’s decision to decline a claim under a home insurance policy. What happened Mr A had a home insurance policy with Aviva, that included cover for his contents, in the property he rented. In August 2025, he made a claim... (2 pages)View decision -
Decision Reference DRN-6279975
10 Apr 2026 Yorkshire Building Society Not upheldMortgagesDRN-6279975 The complaint Mr and Mrs H complain that Yorkshire Building Society (‘YBS’) didn’t allow them to withdraw from a product transfer and that this has, in turn, led to them incurring an early repayment charge (ERC). They also complain about the information and service provided ... (4 pages)View decision -
Decision Reference DRN-6236851
10 Apr 2026 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-6236851 The complaint Miss L complains how Hargreaves Lansdown Asset Management Limited (HL) communicated corporate actions affecting shares she held. What happened Miss L has a Lifetime ISA (LISA) with HL, which she opened around April 2021. She later purchased shares to hold with... (3 pages)View decision -
Decision Reference DRN-6108083
10 Apr 2026 Equifax Limited UpheldConsumer CreditDRN-6108083 The complaint Mrs C complains Equifax Limited merged her credit file with another person, causing information to be reflected incorrectly. What happened In August 2025 Mrs C obtained a copy of her credit file via a third-party company I’ll refer to as S. This showed a relati... (3 pages)View decision -
Decision Reference DRN-6079675
10 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6079675 The complaint Mr H is unhappy that Revolut Ltd (Revolut) won’t reimburse money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In summary, Mr H has advised he made payments from his Revolut ac... (3 pages)View decision -
Decision Reference DRN-6283038
10 Apr 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6283038 The complaint Mr M’s complaint is, in essence, that Tandem Personal Loans Ltd (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) decid... (11 pages)View decision -
Decision Reference DRN-6132647
10 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6132647 The complaint Mr K complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In December 2025, Mr K says he was contacted by someone he thought was a friend of his who said they needed to borrow some money for gambling. A... (2 pages)View decision -
Decision Reference DRN-6194151
10 Apr 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6194151 The complaint Mr J complains that American Express Services Europe Limited (AESEL) closed his account leaving him with a large balance to pay. He’s also unhappy that the third party to whom AESEL transferred the debt failed to take a payment from his bank account leading to ... (3 pages)View decision