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 391431 results
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Decision Reference DRN-5936314
5 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5936314 The complaint Mr C has complained Bank of Scotland plc (trading as Halifax) mishandled a claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving d... (4 pages)View decision -
Decision Reference DRN-6106944
5 Feb 2026 Trading 212 UK Limited Not upheldInvestmentsDRN-6106944 The complaint Mr M complains that T212 has failed to return a payment to him of £672.05, which was a withdrawal he made from an investment account. What happened On 1 April 2025, Mr M withdrew £672.05 from his T212 investment account to his bank, but using a bank card he ha... (3 pages)View decision -
Decision Reference DRN-6050816
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6050816 The complaint Mr E complains HSBC UK Bank Plc’s online system outage caused him a financial loss as he was unable to make an online payment. Mr E says HSBC’s handling of this matter has caused severe impact to his health and HSBC have breached various laws and regulations wh... (4 pages)View decision -
Decision Reference DRN-5962819
5 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5962819 The complaint Mrs D complains Starling Bank Limited (“Starling”) declined her applications for a savings account, without an explanation of why she failed its eligibility criteria. What happened The details of this complaint are well known to both parties, so I will not rep... (2 pages)View decision -
Decision Reference DRN-6025146
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6025146 The complaint Mr A complains on behalf of his son Mr R, that Lloyds Bank PLC haven’t handled his savings account appropriately. What happened In July 2025, Mr A visited his local branch to discuss his son’s account and find out why he hadn’t received the paying-in books he’d... (2 pages)View decision -
Decision Reference DRN-5926659
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5926659 The complaint Mrs J complains Lloyds Bank PLC has blocked her online banking, asked her to go to branch repeatedly and has treated her poorly. What happened Mrs J has an account with Lloyds Bank. Mrs J’s daughter says that Lloyds Bank blocked her mother’s online banking afte... (2 pages)View decision -
Decision Reference DRN-6112041
5 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6112041 The complaint Mr S complained Advantage Insurance Company Limited cancelled his motor insurance policy. What happened Mr S took out a motor insurance policy with Advantage in April 2025. Advantage found on a database that a second policy was taken out with a different insure... (2 pages)View decision -
Decision Reference DRN-6131792
5 Feb 2026 Kroo Bank Ltd UpheldBanking and PaymentsDRN-6131792 The complaint Mrs D complains that Kroo Bank Ltd has declined to refund disputed transactions that were made from her account after she fell victim to a scam. What happened On 20 August 2024, Mrs D received a call from someone claiming to be from a well-known online marketpl... (4 pages)View decision -
Decision Reference DRN-6025468
5 Feb 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-6025468 The complaint Mr D is unhappy that Zurich Assurance Ltd have declined a claim he made on a life insurance policy. What happened Mr D and his late wife, Mrs D, held a life insurance policy. Mrs D sadly died and Mr D claimed on the policy. Zurich declined the claim as they sai... (3 pages)View decision -
Decision Reference DRN-5861488
5 Feb 2026 Great Lakes Insurance SE Not upheldInsuranceDRN-5861488 The complaint Miss L’s complaint is about a claim she made on her Great Lakes Insurance SE (‘Great Lakes’) pet insurance policy, which was declined. Miss L says Great Lakes treated her unfairly. What happened The details of this complaint are well known to both parties, so I... (3 pages)View decision