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-5807872
12 Feb 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldMortgagesDRN-5807872 The complaint Ms D is unhappy that The Co-operative Bank plc wouldn’t send her an illustration for a new fixed rate product when she wrote to it in February 2025. She’s said she didn’t require any further borrowing, had no arrears and it would have been on a non-advised basi... (4 pages)View decision -
Decision Reference DRN-6149112
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6149112 The complaint Mr H complains HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost to an investment scam. What happened I issued a provisional decision in January 2026 to explain why I thought Mr H’s’ complaint should be partially upheld. And I said I’d consider anything ... (7 pages)View decision -
Decision Reference DRN-5857528
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5857528 The complaint Mr S complains that HSBC UK Bank Plc (“HSBC”), have failed to refund money that he lost as part of an investment scam. What happened Mr S came across a company that purported to be an investment firm but was actually a scammer that I will call C. Mr S made t... (3 pages)View decision -
Decision Reference DRN-5829672
12 Feb 2026 Vodafone Limited UpheldConsumer CreditDRN-5829672 The complaint Mr D complains that Vodafone Limited acted irresponsibly when it lent him five fixed-sum personal loans, as they were unaffordable for him. What happened In 2021 and 2022, Mr D took out five fixed-sum loan agreements with Vodafone, each to purchase a smartphone... (2 pages)View decision -
Decision Reference DRN-6117210
12 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6117210 The complaint Mr E and Mrs E have complained that Aviva Insurance Limited declined a claim for a watch made under a household insurance policy. What happened Mrs E made a claim following the theft of a watch in June 2024 belonging to her granddaughter, Ms R. The watch was b... (4 pages)View decision -
Decision Reference DRN-5943925
12 Feb 2026 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5943925 The complaint Mr L complains about the sale of his motor legal assistance policy by Automobile Association Insurance Services Limited (‘AAIS’). What happened In January 2023, Mr L took out a motor insurance policy, and also took out the motor legal assistance cover as an ad... (2 pages)View decision -
Decision Reference DRN-6121257
12 Feb 2026 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-6121257 The complaint Mr J complains that Sainsbury’s Bank Plc (Sainsbury’s”) provided credit to him irresponsibly and that this credit was unaffordable. He is being represented by a professional third party. What happened In April 2019 Mr J applied for and received a credit card fr... (3 pages)View decision -
Decision Reference DRN-5943920
12 Feb 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-5943920 The complaint Mr L complains that Acromas Insurance Company Limited wouldn’t pursue legal action under his motor legal assistance insurance claim. What happened Mr L held motor legal assistance cover with Acromas. In 2024, Mr L’s car was damaged by a third-party. He made a ... (3 pages)View decision -
Decision Reference DRN-6086973
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6086973 The complaint Mrs P has complained about Barclays Bank UK PLC not refunding several payments she says she made and lost to a scam. Mrs P has referred the complaint with a professional representative, however for ease I will refer to Mrs P throughout. What happened The back... (3 pages)View decision -
Decision Reference DRN-6027637
12 Feb 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-6027637 The complaint Mrs T and Mr T complain that Clydesdale Bank Plc trading as Virgin Money increased the interest rate on their buy to let mortgage without giving them prior notice. Mr T asks for the interest to be removed from the balance. What happened Mr T and Mrs T took out ... (3 pages)View decision