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-6086331
20 Jan 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-6086331 The complaint A limited company, which I will refer to as C in this decision, has complained about the handling of a claim by Hiscox Insurance Company Limited, made for business interruption losses under its business insurance policy. Mr C, as a director of C, has brought th... (6 pages)View decision -
Decision Reference DRN-5864325
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5864325 The complaint Ms K complains that Santander UK Plc 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... (2 pages)View decision -
Decision Reference DRN-6028956
20 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6028956 The complaint Mr A complains that HSBC UK Bank Plc (‘HSBC’) did not reimburse the funds he says he lost to a scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these out in detail here. However, I’ll provide a br... (7 pages)View decision -
Decision Reference DRN-6089611
20 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6089611 The complaint Miss F complains about how Revolut Ltd handled a transfer that was sent to her Revolut account. She complains that Revolut’s actions led to her incurring financial losses as it caused delays with her property purchase. What happened Revolut sent an email to Mis... (3 pages)View decision -
Decision Reference DRN-5823400
20 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5823400 The complaint Mr M and Mrs M complain that Barclays Bank PLC has for many years incorrectly held their funds in savings accounts which weren’t, but should have been, held by Mr M and Mrs M in their capacity as trustees of a trust. Mr M says this has caused additional tax los... (3 pages)View decision -
Decision Reference DRN-6090720
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090720 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (7 pages)View decision -
Decision Reference DRN-5934150
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5934150 The complaint Mr H has complained that NewDay Ltd, trading as Fluid, were irresponsible when increasing the credit limit on a credit card they supplied to him What happened Fluid provided Mr H with a credit card in November 2021 with a limit of £450. This limit was increased... (3 pages)View decision -
Decision Reference DRN-5819585
20 Jan 2026 Extracover Limited Not upheldInsuranceDRN-5819585 The complaint Mr A complains about how Extracover Limited administered his commercial motor insurance policy. What happened Mr A had a commercial motor insurance policy with Extracover. Mr A worked as a delivery driver through an app. Unfortunately, Mr A was informed by the ... (3 pages)View decision -
Decision Reference DRN-5831610
20 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5831610 The complaint Miss I complains that Bank of Scotland plc – trading as Halifax – hasn’t refunded the money she says she lost to two authorised push payment (‘APP’) romance scams. Miss I referred her complaint to this service with the help of a professional representative. Ho... (4 pages)View decision -
Decision Reference DRN-6026110
20 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6026110 The complaint Mrs B complains Zopa Bank Limited (Zopa) failed to carry out thorough enough financial checks before it approved a credit card account and a subsequent credit limit increase for her. What happened Mrs B says Zopa approved a credit card account for her in Octobe... (3 pages)View decision