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
-
Decision Reference DRN-6123408
4 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6123408 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr B has explained that in March... (2 pages)View decision -
Decision Reference DRN-5966029
4 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5966029 The complaint Mr L, on behalf of his sole trader business I’ll call B, complains that Santander UK PLC (Santander) introduced a monthly charge of £9.99 for his business account, having originally said business account banking would be fee-free forever. What happened Mr L ope... (3 pages)View decision -
Decision Reference DRN-6130239
4 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6130239 The complaint This complaint has been brought by Mrs D, who is the executrix of her late mother’s estate. She complains that Clydesdale Bank Plc will not close her late mother’s fixed rate ISAs separately on their respective maturity dates, causing a loss of interest to the ... (4 pages)View decision -
Decision Reference DRN-6034428
4 Feb 2026 AWP P&C S.A. Not upheldInsuranceDRN-6034428 The complaint Mr H is unhappy that AWP P&C SA didn’t cover all medical expenses he claimed for under his travel insurance policy which forms part of an international bank account (‘the policy’). What happened Mr H was involved in a car incident whilst he was in a countr... (3 pages)View decision -
Decision Reference DRN-5970683
4 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5970683 The complaint Mr M complains that Revolut Ltd (Revolut) hasn’t refunded him, following a dispute he raised. What happened On 20 July 2025, Mr M purchased a mobile device and USB cable from an online retailer I’ll call ‘G’. The total price was €1,160.34 and Mr M paid using hi... (2 pages)View decision -
Decision Reference DRN-5960440
4 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5960440 The complaint Mr E complains that Revolut Ltd won’t refund money he says he lost to an investment scam. Mr E is professionally represented, however, to keep things simple, I’ll refer to Mr E throughout my decision. What happened The details of this complaint are well known t... (3 pages)View decision -
Decision Reference DRN-6044892
4 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6044892 The complaint Mr M complains that Revolut Ltd won’t refund him for payments he made from his account that were ultimately lost to an investment scam. Mr M is being represented by professional representatives, but for ease of reading I’ll just refer to Mr M. What happened The... (6 pages)View decision -
Decision Reference DRN-5894012
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5894012 The complaint Mr J complains that his credit card account he held with NewDay Ltd trading as Aqua (“Aqua”) was incorrectly sold to a third-party debt collection agency. What happened Mr J held a credit card account with Aqua, which was opened in July 2018. Mr J said he was ... (3 pages)View decision -
Decision Reference DRN-6106806
4 Feb 2026 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-6106806 The complaint Mr Z has complained that Allied World Assurance Company (Europe) dac (AWAC) unfairly declined a claim under his commercial property insurance policy. What happened Mr Z owns a buy to let property. He said he’d had the property inspected by his letting agent in... (2 pages)View decision -
Decision Reference DRN-6068885
4 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6068885 The complaint Mr R complains about charges applied by Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions at the end of a car hire agreement. Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance was previously known as Hitachi Capital (UK) PLC. For e... (3 pages)View decision