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-5837901
20 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5837901 The complaint Miss B complains Revolut Ltd has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 20 September 2024, Miss B’s Revolut account received a payment of £80. Revolut later received notification from th... (3 pages)View decision -
Decision Reference DRN-6065188
20 Feb 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-6065188 The complaint Ms P and Mr T complain that Great Lakes Insurance UK Limited (‘Great Lakes’) unfairly declined a claim they made on their property insurance policy. Mr T has acted as the main representative during the claim and complaint process. So, for ease of reference, I ... (3 pages)View decision -
Decision Reference DRN-5710056
20 Feb 2026 Phoenix Life Limited Not upheldInvestmentsDRN-5710056 The complaint Mr and Mrs J complain that Phoenix Life Limited mis-sold them a with-profits Endowment Plan with life cover. What happened Mr and Mrs J purchased a joint with-profits Endowment Plan with life cover with Pearl Saver a predecessor of Phoenix in April 1998. The p... (2 pages)View decision -
Decision Reference DRN-6169786
20 Feb 2026 Zurich Insurance PLC UpheldInsuranceDRN-6169786 The complaint Mr and Mrs O have complained about their let property insurer Zurich Insurance PLC because it only accepted part of their claim for storm damage. What happened Mr and Mrs O contacted Zurich in late 2023 to advise of damage. Zurich asked for certain details, wh... (5 pages)View decision -
Decision Reference DRN-5982151
20 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5982151 The complaint Mr and Mrs C’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)... (13 pages)View decision -
Decision Reference DRN-6145855
20 Feb 2026 Skrill Limited UpheldBanking and PaymentsDRN-6145855 The complaint Mr S has complained that he was unable to transfer money out of his Skrill Limited (“Skrill”) account. Mr S is also unhappy that Skrill has applied inactivity fees on his account since March 2023. What happened Skrill issued its final response to Mr S’s complai... (2 pages)View decision -
Decision Reference DRN-5752927
20 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5752927 The complaint Ms U complains that Revolut Ltd is holding her liable for a transaction which she says she didn’t authorise. She also complains about the service she received when she disputed the transaction. What happened The detailed background to this complaint is well kn... (3 pages)View decision -
Decision Reference DRN-5861528
20 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5861528 The complaint Mrs M complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost to a scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, Mrs M was looking online to book a family holiday when she came acros... (3 pages)View decision -
Decision Reference DRN-6123969
20 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6123969 The complaint Miss S is unhappy Creation Consumer Finance Limited (Creation) is asking her to repay a fixed sum loan agreement for goods she says she returned to the retailer. What happened Miss S ordered a tablet and keyboard from a retailer in May 2025, at a total cash pri... (3 pages)View decision -
Decision Reference DRN-6076820
20 Feb 2026 Ecclesiastical Planning Services Limited Not upheldFuneral Planning ServicesDRN-6076820 The complaint Mrs H has complained about how Ecclesiastical Planning Services Limited (“EPS”) dealt with the transfer between funeral directors of her mother’s pre-paid funeral plan. What happened In 2014, Mrs H bought a pre-paid funeral plan from EPS for her mother, Mrs C. ... (3 pages)View decision