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-5688564
12 Feb 2026 eToro (UK) Ltd Not upheldInvestmentsDRN-5688564 The complaint Mr R complains that eToro (UK) Ltd (eToro UK) failed to prevent unauthorised sales of investments he held on eToro UK’s platform. What happened Mr R has a share dealing and derivative trading account with eToro UK. By connection to that he also has a e-money w... (4 pages)View decision -
Decision Reference DRN-6150807
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6150807 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... (4 pages)View decision -
Decision Reference DRN-5763828
12 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5763828 The complaint Mr O has complained Clydesdale Bank plc, trading as Virgin Money, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr O opened an account with Virgin Money in June 2023. Virgin Money received a fraud notification f... (2 pages)View decision -
Decision Reference DRN-5947768
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5947768 The complaint Mr A’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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 1974 (as amended) (the ‘CCA’) and (2) de... (13 pages)View decision -
Decision Reference DRN-5894013
12 Feb 2026 Blue Square Financial Limited Not upheldInvestmentsDRN-5894013 The complaint In 2020 Blue Square Financial Limited (‘Blue Square’) advised Mr K on the investment of £130,000 of his capital (subsequently topped up by £8,000). The fund, held on a third-party’s platform, was split between a General Investment Account (‘GIA’) and an Individ... (9 pages)View decision -
Decision Reference DRN-5665968
12 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5665968 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss B opened an account with Monzo in December 2024. In February 2025 Monzo started to receive fraud reports from other banks a... (2 pages)View decision -
Decision Reference DRN-5688558
12 Feb 2026 eToro Money UK Ltd UpheldBanking and PaymentsDRN-5688558 The complaint Mr R complains that eToro Money UK Ltd (eToro Money) failed to reimburse him following unauthorised transactions on his e-money account. What happened Mr R has a share dealing and derivative trading account with another firm within eToro’s group, eToro (UK) Lt... (3 pages)View decision -
Decision Reference DRN-6102322
12 Feb 2026 One Insurance Limited Not upheldInsuranceDRN-6102322 The complaint Mr O complains about One Insurance Company Limited (One) replacing the driver’s door glass but causing additional damage to the interior panel. Mr O says the additional damage isn’t shown on the pre-repair inspection video – but is shown in the post-repair insp... (3 pages)View decision -
Decision Reference DRN-6131020
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6131020 The complaint Mr and Mrs T’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)... (12 pages)View decision -
Decision Reference DRN-5985834
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5985834 The complaint Mr S complains Revolut Ltd charged him an exchange fee despite an agent pre-emptively agreeing to refund it, and provided him with poor service and wasted his time. He wants the fee fully refunding and compensation. What happened Mr S has an investment account ... (3 pages)View decision