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-5950833
4 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5950833 The complaint Mr B is unhappy that Wise Payments Limited refused to refund him for transactions he says he didn’t authorise. What happened Mr B contacted Wise in November 2024 to report six transactions he said he didn’t authorise. The transactions totalled around £12,000 a... (4 pages)View decision -
Decision Reference DRN-6100129
4 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6100129 The complaint Miss C complains that Santander UK Bank Plc won’t refund her the money she lost in an investment scam. Miss C is being represented by a professional representative, but for ease of reading, I’ll just refer to Miss C. What happened The circumstances surrounding ... (7 pages)View decision -
Decision Reference DRN-5836958
4 Feb 2026 Howserv Limited Not upheldInsuranceDRN-5836958 The complaint Miss T’s complaint is about the administration of her pet insurance policy by Howserv Limited trading as Petgevity (‘Petgevity’). Miss T says Petgevity treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t ... (2 pages)View decision -
Decision Reference DRN-6024815
4 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6024815 The complaint Mr M complains that HSBC UK Bank Plc trading as first direct (“First Direct”) have declined to reimburse losses he incurred as the result of an alleged scam. What happened In January 2021, Mr M decided to invest his funds into a property investment company. Thi... (3 pages)View decision -
Decision Reference DRN-5729051
4 Feb 2026 PREMIER FINANCIAL PLANNING LIMITED Not upheldMortgagesDRN-5729051 The complaint Mr and Mrs C have complained about what they were told when they took out a mortgage through Premier Financial Planning Limited (“PFP”). They say the adviser told them they wouldn’t be eligible for first time buyer stamp duty relief, so they didn’t apply for it... (3 pages)View decision -
Decision Reference DRN-6126976
4 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6126976 The complaint X complains that Lloyds Bank PLC won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of b... (2 pages)View decision -
Decision Reference DRN-6045291
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6045291 The complaint Mr and Mrs C complain that Santander UK Plc won’t refund the money they lost as a result of an investment scam. Mr and Mrs C are represented in this complaint, but I’ll refer to them as it’s their complaint. What happened The detailed background to this compla... (5 pages)View decision -
Decision Reference DRN-5834557
4 Feb 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-5834557 The complaint Mr J complains about the way Barclays Bank UK PLC has managed his offset mortgage. He doesn’t think it is fair that his monthly mortgage payments fluctuate slightly and believes that they shouldn’t because the borrowing balance is fully offset by the savings ba... (3 pages)View decision -
Decision Reference DRN-6129557
4 Feb 2026 AXA Insurance Designated Activity Company UpheldInsuranceDRN-6129557 The complaint Mr A has complained about his home insurer AXA Insurance Designated Activity Company because it avoided his policy back to its 2024 renewal and, by association, declined a claim he made to it just after the policy had renewed (in 2024). What happened Mr A had ... (10 pages)View decision -
Decision Reference DRN-5780363
4 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5780363 The complaint Mr K complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to a scam. What happened The background is known to both parties so I won’t repeat all the details here. In summary, Mr K was contacted in October 2023 through his messaging app by so... (2 pages)View decision