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-6142427
12 Feb 2026 Western Circle Ltd Not upheldConsumer CreditDRN-6142427 The complaint Mr J complains that Western Circle Ltd trading as Cashfloat irresponsibly lent to him when he couldn’t afford it. Mr J also said Cashfloat has recorded negative information on his credit file, and it caused him distress and inconvenience in the way it contacted... (2 pages)View decision -
Decision Reference DRN-6088817
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6088817 The complaint Mr C’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)... (4 pages)View decision -
Decision Reference DRN-5938517
12 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5938517 The complaint C, a limited company complains that Revolut Ltd won’t refund her all the funds lost as a result of a safe account scam. Mrs O, a director of C, brings the complaint on behalf of C. What happened The background to this complaint is well-known to both parties, ... (3 pages)View decision -
Decision Reference DRN-6139715
12 Feb 2026 First Central Underwriting Limited Not upheldInsuranceDRN-6139715 The complaint Mr M complains First Central Underwriting Limited (First Central) unfairly cancelled his motor insurance policy. First Central are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As First Centr... (3 pages)View decision -
Decision Reference DRN-6123494
12 Feb 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-6123494 The complaint Mr O complains about the information Hutchinson 3G UK Limited (Three) gave to him when he took out a new finance agreement. What happened In March 2025, Mr O decided to upgrade his mobile phone with Three. Mr O says that, based on his past experience of buying ... (3 pages)View decision -
Decision Reference DRN-6048840
12 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6048840 The complaint Miss W complains that Bank of Scotland plc restricted access to her account and that it will not reinstate it. The bank trades in this case under its Halifax brand. What happened Miss W has explained that she is working abroad on a 12-month contract. To help wi... (2 pages)View decision -
Decision Reference DRN-5874728
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5874728 Complaint Mr and Mrs R are unhappy that HSBC UK Bank Plc didn’t reimburse them after they reported falling victim to a scam. Background The background to this case is already well known to the parties, so I do not intend to set it out in full. Instead, I will provide a summa... (3 pages)View decision -
Decision Reference DRN-6145122
12 Feb 2026 Society of Lloyd's UpheldInsuranceDRN-6145122 The complaint Mr C complains about Society of Lloyd's (SOL) handling of his home insurance claim and its claim decision. SOL has been represented on the claim by its agents. All references to SOL include its agents. What happened Mr C had a home insurance policy with SO... (4 pages)View decision -
Decision Reference DRN-6144103
12 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6144103 The complaint Ms H has complained about American Express Services Europe Limited (Amex)’s closure of her personal and business credit card accounts. What happened My provisional decision of 29 January 2025 set out the background to this complaint: “In July 2020, Ms H opened ... (3 pages)View decision -
Decision Reference DRN-5882764
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5882764 The complaint Mr L complains about the information recorded on his credit file by HSBC UK Bank Plc. What happened Mr L held a credit card account with HSBC. In August 2024, HSBC emailed Mr L to let him know his direct debit instruction had been cancelled following instructio... (2 pages)View decision