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-6034428
4 Feb 2026 AWP P&C S.A. Not upheldInsuranceDRN-6034428 The complaint Mr H is unhappy that AWP P&C SA didn’t cover all medical expenses he claimed for under his travel insurance policy which forms part of an international bank account (‘the policy’). What happened Mr H was involved in a car incident whilst he was in a countr... (3 pages)View decision -
Decision Reference DRN-5970683
4 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5970683 The complaint Mr M complains that Revolut Ltd (Revolut) hasn’t refunded him, following a dispute he raised. What happened On 20 July 2025, Mr M purchased a mobile device and USB cable from an online retailer I’ll call ‘G’. The total price was €1,160.34 and Mr M paid using hi... (2 pages)View decision -
Decision Reference DRN-5960440
4 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5960440 The complaint Mr E complains that Revolut Ltd won’t refund money he says he lost to an investment scam. Mr E is professionally represented, however, to keep things simple, I’ll refer to Mr E throughout my decision. What happened The details of this complaint are well known t... (3 pages)View decision -
Decision Reference DRN-6044892
4 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6044892 The complaint Mr M complains that Revolut Ltd won’t refund him for payments he made from his account that were ultimately lost to an investment scam. Mr M is being represented by professional representatives, but for ease of reading I’ll just refer to Mr M. What happened The... (6 pages)View decision -
Decision Reference DRN-5894012
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5894012 The complaint Mr J complains that his credit card account he held with NewDay Ltd trading as Aqua (“Aqua”) was incorrectly sold to a third-party debt collection agency. What happened Mr J held a credit card account with Aqua, which was opened in July 2018. Mr J said he was ... (3 pages)View decision -
Decision Reference DRN-6106806
4 Feb 2026 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-6106806 The complaint Mr Z has complained that Allied World Assurance Company (Europe) dac (AWAC) unfairly declined a claim under his commercial property insurance policy. What happened Mr Z owns a buy to let property. He said he’d had the property inspected by his letting agent in... (2 pages)View decision -
Decision Reference DRN-6068885
4 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6068885 The complaint Mr R complains about charges applied by Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions at the end of a car hire agreement. Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance was previously known as Hitachi Capital (UK) PLC. For e... (3 pages)View decision -
Decision Reference DRN-5894741
4 Feb 2026 esure Insurance Limited Not upheldInsuranceDRN-5894741 The complaint Mr B and Mr M complain about the sale of legal expenses insurance cover by esure Insurance Limited. What happened In February 2023, Mr B and Mr M took out a home insurance policy with esure, and added legal expenses cover. After making a legal expenses claim,... (3 pages)View decision -
Decision Reference DRN-6096936
4 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6096936 The complaint Mr K complains HSBC UK Bank Plc recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. Whilst Mr K has a representative on this case, I will refer to him in this decision, as the complaint relates to his relationship with ... (2 pages)View decision -
Decision Reference DRN-5995627
4 Feb 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-5995627 The complaint N, a limited company, complains that ClearBank Limited is unfairly refusing to refund money it says it lost in an investment scam. N is being represented by a professional representative, but for ease of reading I’ll mainly refer to N. What happened The circums... (3 pages)View decision