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 401363 results
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Decision Reference DRN-6301265
20 Apr 2026 Aviva Insurance Limited UpheldInsuranceDRN-6301265 The complaint Miss W complains about how Aviva Insurance Limited (Aviva) handled a claim under her motor insurance policy for damage to her car following an accident. What happened In September 2025, Miss W’s car was damaged in an accident, so she made a claim on her insura... (4 pages)View decision -
Decision Reference DRN-6265533
20 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6265533 The complaint Mr A complains that HSBC UK Bank Plc (“HSBC”) didn’t fully explain the consequences of entering into a repayment plan and subsequently, marked his account as in arrears and later registered a default. What happened I won’t repeat all the facts here, as those a... (5 pages)View decision -
Decision Reference DRN-6247057
20 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6247057 The complaint Miss C complains that Barclays Bank UK PLC (“Barclays”), have failed to refund money that she lost as part of an investment scam. What happened Miss C says across a company that purported to be an investment firm but was actually a scammer, that I will cal... (3 pages)View decision -
Decision Reference DRN-6246977
20 Apr 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6246977 The complaint Miss C complains that Metro Bank PLC to refund money that Miss C lost as part of a scam. What happened Miss C came across a company that purported to be a trading group but was actually a scammer that I will call B. The scam firm shared “trading signals” wi... (3 pages)View decision -
Decision Reference DRN-6292951
20 Apr 2026 V12 Retail Finance Limited Not upheldConsumer CreditDRN-6292951 The complaint Mr M says V12 Retail Finance Limited (‘V12’) lent to him irresponsibly when it agreed to give him a loan. What happened The loan was granted in June 2025. The loan was for £5,829.10 and was repayable over a term of 48 months with monthly repayments of £121.44.... (2 pages)View decision -
Decision Reference DRN-6261154
20 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6261154 The complaint Mr M complains that Clydesdale Bank Plc trading as Yorkshire Bank (Clydesdale), as the recipient bank, didn’t do enough to prevent him losing money to what he says was a purchase scam. What happened The detailed background to this complaint is well known to bo... (3 pages)View decision -
Decision Reference DRN-6272603
20 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6272603 The complaint X complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost after falling victim to a scam. What happened In 2023, X was made aware of an investment opportunity with a company, who I’ll refer to as V. X was told V would be trading on their beh... (6 pages)View decision -
Decision Reference DRN-6142261
20 Apr 2026 PayPal UK Ltd UpheldBanking and PaymentsDRN-6142261 The complaint Mr D complains that PayPal UK Ltd declined to cancel a credit agreement for an unauthorised purchase. What happened Mr D has a PayPal account. In July 2023 Mr D unfortunately had his mobile phone stolen from his hand while he was making a call. Mr D reported th... (3 pages)View decision -
Decision Reference DRN-6288588
20 Apr 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6288588 The complaint Mr T complains that Barclays Bank UK PLC, trading as Tesco Bank, lent to him irresponsibly when it provided a £15,000 loan whilst he was unemployed. What happened Date Loan value Term (months) Monthly repayments March 2022 £15,000 60 £310.83 In May 2025, Mr T ... (3 pages)View decision -
Decision Reference DRN-6125002
20 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6125002 The complaint Mrs and Mr P complain that HSBC UK Bank Plc (‘HSBC’) froze their joint accounts and withheld their funds. What happened Mrs and Mr P had joint savings and current accounts with HSBC. In April 2025, HSBC initiated a review of Mrs and Mr P’s accounts, resulting i... (3 pages)View decision