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-6165577
13 Mar 2026 Skrill Limited Not upheldBanking and PaymentsDRN-6165577 The complaint Mr V is complaining that Skrill Limited hasn’t refunded payments he made through it as part of a scam. What happened The circumstances of the scam are known to both parties, so I won’t set them out in detail here. In short, Mr V fell victim to a job scam. He op... (2 pages)View decision -
Decision Reference DRN-5924954
13 Mar 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5924954 The complaint Mr G has complained about how Bank of Scotland plc trading as Halifax (Halifax) handled a refund claim he made. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll f... (3 pages)View decision -
Decision Reference DRN-6218547
13 Mar 2026 Currensea Limited Not upheldBanking and PaymentsDRN-6218547 The complaint Mr G complains Currensea Limited won’t refund transactions made from his account which he says he didn’t authorise. What happened Mr G reported two transactions that took place on 15 July 2025 totalling £878.01 to Currensea as fraudulent. Currensea looked int... (3 pages)View decision -
Decision Reference DRN-5930224
13 Mar 2026 Pinnacle Insurance Limited Not upheldInsuranceDRN-5930224 The complaint Ms B and Miss B complain about the price Pinnacle Insurance Limited charged for their pet insurance policy. Miss B has primarily dealt with the matter, so I’ll refer to her only for simplicity. What I’ve decided – and why I’ve considered all the available evi... (2 pages)View decision -
Decision Reference DRN-6223508
13 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6223508 The complaint Mr F complained about the way NewDay Ltd trading as Aqua dealt with a dispute and subsequent claim under Section 75 of the Consumer Credit Act 1974 (Section 75) in relation to a package holiday he paid for using his credit card. What happened The events surrou... (7 pages)View decision -
Decision Reference DRN-6211423
13 Mar 2026 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-6211423 The complaint Mr J has complained about the delays which he says were caused by Hub Financial Solutions Limited (Hub) when he was buying an annuity, along with the general customer service he received. What happened The investigator who considered this matter set out the bac... (5 pages)View decision -
Decision Reference DRN-5943077
13 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5943077 The complaint Mr P complains Revolut Ltd unfairly restricted and then closed his accounts. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr P opened two accounts ... (3 pages)View decision -
Decision Reference DRN-6055286
13 Mar 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6055286 The complaint Mr S complains about the information Tesco Personal Finance PLC trading as Tesco Bank (TPF) has reported in relation to his personal loan account. What happened Mr S took out a personal loan with TPF. The agreement was for £14,500.00 with the total to be repai... (2 pages)View decision -
Decision Reference DRN-5795841
13 Mar 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5795841 The complaint Mr B complains that HSBC UK Bank Plc is holding him liable for the debt on a loan which he says he neither applied for or consented to. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overvie... (3 pages)View decision -
Decision Reference DRN-6165191
13 Mar 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6165191 The complaint Miss S has complained about how TSB Bank plc (TSB) handled her request for refunds. What happened In mid-2025 Miss S complained to TSB about how it had handled 12 disputes she had asked it to raise, some of which included multiple individual disputed amounts f... (4 pages)View decision