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-6127530
4 Feb 2026 Crowdcube Capital Limited UpheldInvestmentsDRN-6127530 The complaint Ms C complains about a fee Crowdcube Capital Limited has introduced that she would incur when selling shares that she purchased on the platform. She doesn’t think it is justified in doing this and says it is acting unfairly by charging a fee. What happened In ... (5 pages)View decision -
Decision Reference DRN-6004540
3 Feb 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-6004540 The complaint Mrs S complains that she was unable to make payments to her credit card with JaJa Finance Ltd trading as Asda Money Credit Card. What happened Mrs S holds an Asda credit card account. In or around January 2025 she found that the payments she made to her account... (3 pages)View decision -
Decision Reference DRN-5852195
3 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5852195 The complaint Mr P has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under his boiler insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its representatives and agents for the purposes of this d... (3 pages)View decision -
Decision Reference DRN-5726029
3 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5726029 The complaint A limited company, which I’ll refer to as ‘L’, complains about several aspects of the service it’s received from Lloyds Bank PLC surrounding its Bounce Back Loan (“BBL”) L’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr S’. Wha... (4 pages)View decision -
Decision Reference DRN-5973371
3 Feb 2026 Taptap Send UK Limited Not upheldBanking and PaymentsDRN-5973371 The complaint Mr B complains Taptap Send UK Limited didn’t execute an international payment within the deadline and caused more distress and inconvenience given the corrective actions it took. What happened Mr B sent an international payment using Taptap’s services. He compl... (2 pages)View decision -
Decision Reference DRN-6103311
3 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6103311 The complaint Mr D says that Mitsubishi HC Capital UK PLC trading as Hitachi Capital – (the Lender), unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). He thinks section 56 of the CCA is relevant to his claim, and he says his creditor- debt... (9 pages)View decision -
Decision Reference DRN-6102335
3 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6102335 The complaint This complaint is brought on behalf of Mr R’s estate by his son. The estate complains that HSBC UK Bank Plc did not close one of Mr R’s accounts as it should have done after he died. What happened Mr R died in July 2013. He held several business accounts with H... (3 pages)View decision -
Decision Reference DRN-5956055
3 Feb 2026 National Savings and Investments Not upheldBanking and PaymentsDRN-5956055 The complaint Mr W complains – on behalf of his son’s estate– National Savings and Investments has told him a bond he took out for his son was cashed in more than 10 years ago. What happened Mr W bought a bond for his son in 1980. Sadly his son passed away in 2013. Mr W cont... (1 page)View decision -
Decision Reference DRN-6078053
3 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6078053 The complaint Mr V says that Mitsubishi HC Capital UK Plc, trading as Hitachi Capital Consumer Finance – (the Lender), unfairly declined his claim under Section 75 and Section 56 of the Consumer Credit Act 1974 (‘CCA’). And he says his creditor- debtor relationship with the ... (9 pages)View decision -
Decision Reference DRN-6127199
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6127199 The complaint Mr and Mrs V’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)... (10 pages)View decision