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 401363 results
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Decision Reference DRN-5955124
16 Mar 2026 Loans 2 Go Limited Not upheldConsumer CreditDRN-5955124 The complaint Mr O complains that Loans 2 Go Limited (‘L2G’) sold his personal unsecured loan account to a third party while he had an active complaint and he sought forbearance. Mr O wants his account to be brought back within L2G’s control and for his credit file to be ame... (3 pages)View decision -
Decision Reference DRN-6135508
16 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6135508 The complaint Ms C complains that Revolut Ltd won’t refund money she lost to a scam. Ms C is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Ms C fell vic... (7 pages)View decision -
Decision Reference DRN-6158377
16 Mar 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6158377 The complaint Ms N is unhappy with how AMERICAN EXPRESS SERVICES EUROPE LIMITED, trading as American Express (‘Amex’) have engaged with her after she approached them about raising a Section 75 claim under the Consumer Credit Act 1974 (‘S75 of the CCA’) to recover funds paid ... (3 pages)View decision -
Decision Reference DRN-6225943
16 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6225943 The complaint Miss B is unhappy HSBC UK Bank Plc (‘HSBC’) won’t reimburse her the money she lost to an authorised push payment (‘APP’) scam. What happened The details and facts of this complaint are well-known to both parties, so I don’t need to repeat them at length here. ... (7 pages)View decision -
Decision Reference DRN-6227716
16 Mar 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6227716 The complaint Mr B complains about the quality of a new car he acquired through a Hire Purchase Agreement (HPA) financed by Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (Skoda). Mr B’s also unhappy with Skoda’s offer to put things right afte... (9 pages)View decision -
Decision Reference DRN-6021212
16 Mar 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6021212 The complaint Mr S complains about the amount Admiral Insurance (Gibraltar) Limited (Admiral) has paid to settle a claim he made against his car insurance policy. He’s also unhappy with the way it’s handled his claim. What happened In March 2025 Mr S’s car was damaged in an... (4 pages)View decision -
Decision Reference DRN-6061223
16 Mar 2026 Investengine (UK) Limited Not upheldInvestmentsDRN-6061223 The complaint Mr J complains Investengine (UK) Limited (‘Investengine’) unfairly froze his account. What happened Mr J opened a stocks and shares ISA with Investengine in March 2025. He funded it with around £20,000 via a transfer from another ISA provider. Mr J says that on... (7 pages)View decision -
Decision Reference DRN-6226369
16 Mar 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6226369 The complaint Mrs D complains that Bank of Scotland plc trading as Halifax closed all her accounts in error leading to distress, inconvenience and ill health. She asks for increased compensation to resolve the complaint. What happened Mrs D fell victim to a scam which was re... (3 pages)View decision -
Decision Reference DRN-6181223
16 Mar 2026 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-6181223 The complaint Mr R complains about the way Helvetia Global Solutions LTD (Helvetia) has handled the claim he made under his income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events.... (3 pages)View decision -
Decision Reference DRN-6227602
16 Mar 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6227602 The complaint Mr S complains that when using the Immediate Deposit Machine (IDM) in a Lloyds Bank Plc branch to make a cash deposit it developed a fault and the cash was not paid into his account. Mr S complains that the cash was not credited and available to use in his acco... (4 pages)View decision