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 393318 results
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Decision Reference DRN-5811012
23 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5811012 The complaint Mr A complains that Bank of Scotland plc trading as Halifax are refusing to refund him the amount he lost as the result of a scam. Mr A is represented by a firm I will call “W”. What happened In June 2024, Mr A came across an advert online promoting an investme... (5 pages)View decision -
Decision Reference DRN-6032718
23 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6032718 The complaint Mr S complained that Revolut Ltd failed to safeguard him after he informed the bank that he was vulnerable and needed help with gambling-related issues. He was also unhappy that a gambling block he had set up did not prevent further gambling transactions. What... (4 pages)View decision -
Decision Reference DRN-5961527
23 Feb 2026 Salary Finance Limited Not upheldConsumer CreditDRN-5961527 The complaint Salary Finance Limited (‘Salary Finance’) provided Mr A with a £3,000 loan in December 2023. Mr A says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fac... (2 pages)View decision -
Decision Reference DRN-6173305
23 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6173305 The complaint Mr R complains about the settlement he’s received from Admiral Insurance (Gibraltar) Limited (Admiral) following a claim under his car insurance policy. What happened Mr R had a car insurance policy underwritten by Admiral. Following an accident, the insured v... (5 pages)View decision -
Decision Reference DRN-5985945
23 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5985945 The complaint Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) provided Mr G with two loans. The first was issued in April 2024 and was for £13,000 and the second was issued in February 2025 and was for £12,000. Mr G says the credit was provided irr... (3 pages)View decision -
Decision Reference DRN-6173331
23 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6173331 The complaint Mr O complains that Vanquis Bank Limited (Vanquis) irresponsibly provided him with credit. What happened In 2017 Vanquis provided Mr O with a credit card with a limit of £500. By April 2019 the credit limit had increased to £2,250. While the card had been used... (4 pages)View decision -
Decision Reference DRN-5731597
23 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5731597 The complaint Mrs M complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both par... (2 pages)View decision -
Decision Reference DRN-5859176
23 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5859176 The complaint A company, which I’ll call “S” complains that Revolut Ltd is refusing to refund the amount it lost as the result of a scam. The complaint is brought on S’s behalf by its director, Mr R so I will also refer to him in this decision. What happened The background... (3 pages)View decision -
Decision Reference DRN-6128169
23 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6128169 The complaint Ms C complains about the way Aviva Insurance Limited (‘Aviva’) handled an escape of water claim she made on an insurance policy. What happened Ms C is a lessee of a flat insured under a block buildings insurance policy underwritten by Aviva. The freeholder of ... (4 pages)View decision -
Decision Reference DRN-5881423
23 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5881423 The complaint Mr O complains that his wife received text notifications regarding his credit card account with Bank of Scotland plc trading as Halifax. He’s also unhappy that he received text notifications relating to his wife’s account. What happened Mr O complains that his ... (2 pages)View decision