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-5737749
4 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5737749 The complaint Q, complains AXA Insurance UK Plc has unfairly declined a claim it made for possible subsidence damage. Q is being represented in bringing this complaint by Mrs C, who’s leasehold property is a beneficiary of Q’s policy with AXA. Mrs C in turn has been represen... (3 pages)View decision -
Decision Reference DRN-6129072
4 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6129072 The complaint Mrs K’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (12 pages)View decision -
Decision Reference DRN-5891502
4 Feb 2026 Inclusive Finance Limited Not upheldConsumer CreditDRN-5891502 The complaint Mr C complains that Inclusive Finance Limited trading as Creditspring lent to her irresponsibly. What happened Here is a table giving brief details of the lending. Loan Approved Amount Repayment (rounded & monthly) 1 23 November 2021 £500 £42 plus fee £8 2 ... (2 pages)View decision -
Decision Reference DRN-6128391
4 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6128391 The complaint Miss Z complains that HSBC UK Bank Plc ought to have done more to protect her from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In December 2024, Miss Z received a call from a ... (4 pages)View decision -
Decision Reference DRN-5908529
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5908529 The complaint Miss T complains that New Day Ltd (trading as Aqua) closed her account and hasn’t returned funds to her that were credited to the account, shortly before it was closed. What happened In January 2025, Miss T received a payment of £6,798 to her Aqua credit card.... (3 pages)View decision -
Decision Reference DRN-6117003
4 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6117003 The complaint Miss B complains that Santander UK Plc recorded a late payment on her credit file in relation to her credit card account. What happened Miss B held a credit card with Santander. Miss B didn’t make any payment towards her June 2024 statement and therefore Santan... (2 pages)View decision -
Decision Reference DRN-5974820
4 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5974820 Complaint Mr B is unhappy that Revolut Ltd didn’t reimburse him after he reported falling victim to a scam. Background Mr B says he was the victim of a scam, during which he made multiple payments from his Revolut account to an online casino. In order to deposit funds into h... (2 pages)View decision -
Decision Reference DRN-5950833
4 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5950833 The complaint Mr B is unhappy that Wise Payments Limited refused to refund him for transactions he says he didn’t authorise. What happened Mr B contacted Wise in November 2024 to report six transactions he said he didn’t authorise. The transactions totalled around £12,000 a... (4 pages)View decision -
Decision Reference DRN-6100129
4 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6100129 The complaint Miss C complains that Santander UK Bank Plc won’t refund her the money she lost in an investment scam. Miss C is being represented by a professional representative, but for ease of reading, I’ll just refer to Miss C. What happened The circumstances surrounding ... (7 pages)View decision -
Decision Reference DRN-5836958
4 Feb 2026 Howserv Limited Not upheldInsuranceDRN-5836958 The complaint Miss T’s complaint is about the administration of her pet insurance policy by Howserv Limited trading as Petgevity (‘Petgevity’). Miss T says Petgevity treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t ... (2 pages)View decision