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-6169659
20 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6169659 The complaint Miss J is unhappy with the support and service that she’s received from Vanquis Bank Limited. What happened On 1 July 2024, Miss J called Vanquis and explained that she was experiencing very difficult personal and financial circumstances which meant that she c... (3 pages)View decision -
Decision Reference DRN-5921738
20 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5921738 The complaint Mr W has complained about the way Barclays Bank UK PLC trading as Tesco Bank dealt with his claim for money back in relation to transactions made using his credit card. What happened The circumstances surrounding the complaint are well known to the parties so ... (3 pages)View decision -
Decision Reference DRN-6155045
20 Feb 2026 AWP P&C S.A. Not upheldInsuranceDRN-6155045 The complaint Mr and Mrs M complain that AWP P&C SA has turned down a medical expenses claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the mai... (6 pages)View decision -
Decision Reference DRN-5992512
20 Feb 2026 HSBC UK Bank Plc Not upheldMortgagesDRN-5992512 The complaint Ms B complains that HSBC UK Bank Plc unfairly registered a ‘SIRA’ marker in her name following a mortgage application she made to it with her partner. What happened Ms B and her partner made a joint mortgage application to HSBC in September 2023 via a mortgage... (3 pages)View decision -
Decision Reference DRN-6056843
20 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6056843 The complaint and background Miss S complains that Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect her when she fell victim to an employment scam. Our investigator didn’t uphold the complaint. He didn’t think that Lloyds ought to have been concerned about the payments... (2 pages)View decision -
Decision Reference DRN-5733640
20 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-5733640 The complaint Mr M complains that the car he acquired financed through a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened In August 2023 Mr M acquired a used car financed through a hire purchase agreement with Black Horse. Mr M t... (4 pages)View decision -
Decision Reference DRN-6067696
20 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6067696 The complaint and what happened Miss S complains that HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect her when she fell victim to an employment scam. Our investigator didn’t uphold the complaint. He didn’t think that HSBC ought to have been concerned about the payment ... (2 pages)View decision -
Decision Reference DRN-6169407
20 Feb 2026 EE Limited UpheldConsumer CreditDRN-6169407 The complaint Mr H is unhappy that EE Limited are pursuing him for the full outstanding balance of a credit agreement. What happened Mr H financed the purchase of a mobile phone with EE via a credit agreement, to which he made monthly payments of £35.31. On 5 May 2025, Mr H... (3 pages)View decision -
Decision Reference DRN-6134988
20 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6134988 The complaint Miss B is unhappy about gambling transactions that took place on her credit card account held with NewDay Ltd trading as Fluid. What happened Miss B has explained that she was off work from January 2024 and began receiving treatment which required regular stay... (4 pages)View decision -
Decision Reference DRN-6169152
20 Feb 2026 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-6169152 The complaint Mr S complains about how a claim has been settled by Financial & Legal Insurance Company Ltd (F&L) on his motor warranty. What happened Mr S had a motor warranty with F&L. In April 2025, his car’s engine failed. Mr S contacted F&L who accepted t... (3 pages)View decision