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-6106847
5 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6106847 The complaint Mr H is unhappy that Bank of Scotland Plc (trading as Halifax) didn’t reimburse him after he told it he’d fallen victim to fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here, but in summ... (3 pages)View decision -
Decision Reference DRN-6132415
5 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-6132415 The complaint Mrs C complains about the way U K Insurance Limited (UKI) trading as Direct Line handled a claim she made on her commercial property insurance policy, for damage. Mrs C is being represented in bringing this complaint, but for ease I’ve referred to all comments... (8 pages)View decision -
Decision Reference DRN-6131304
5 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6131304 The complaint Mrs R complains that HSBC UK Bank Plc did not reimburse the money she lost to a scam. What happened Mrs R learned about an investment opportunity from someone she met via a supercar group she was part of. This individual, Mr L, introduced Mrs R to his family, ... (6 pages)View decision -
Decision Reference DRN-5916449
5 Feb 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5916449 The complaint Mr A complains that The Royal Bank of Scotland Plc (“RBS”) did not reimburse the funds he says he lost to a scam. What happened Mr A became aware of a company I will refer to as ‘X’ when he saw an advert online. He also met a representative from X at a seminar ... (2 pages)View decision -
Decision Reference DRN-6130881
5 Feb 2026 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-6130881 The complaint A limited company, that I will refer to as S Ltd in this decision, has complained about Accelerant Insurance Europe SA/NV UK Branch’s refusal to accept its insurance claim. S Ltd is represented in this complaint but, for ease, I will refer to S Ltd throughout. ... (5 pages)View decision -
Decision Reference DRN-6083924
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6083924 The Complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-6114682
5 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6114682 The complaint Mr A complains that HSBC UK Bank Plc did not reimburse the funds he lost to a scam. What happened Mr A became aware of a company I will refer to as ‘X’ when he saw an advert online. He also met a representative from X at a seminar in 2019 and learnt about their... (4 pages)View decision -
Decision Reference DRN-5936314
5 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5936314 The complaint Mr C has complained Bank of Scotland plc (trading as Halifax) mishandled a claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving d... (4 pages)View decision -
Decision Reference DRN-6106944
5 Feb 2026 Trading 212 UK Limited Not upheldInvestmentsDRN-6106944 The complaint Mr M complains that T212 has failed to return a payment to him of £672.05, which was a withdrawal he made from an investment account. What happened On 1 April 2025, Mr M withdrew £672.05 from his T212 investment account to his bank, but using a bank card he ha... (3 pages)View decision -
Decision Reference DRN-6050816
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6050816 The complaint Mr E complains HSBC UK Bank Plc’s online system outage caused him a financial loss as he was unable to make an online payment. Mr E says HSBC’s handling of this matter has caused severe impact to his health and HSBC have breached various laws and regulations wh... (4 pages)View decision