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-5890524
22 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5890524 The complaint Mr and Mrs B are unhappy that AWP P&C SA declined a claim made under their travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reaso... (2 pages)View decision -
Decision Reference DRN-5942538
22 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5942538 Complaint Mr and Mrs L are unhappy that Lloyds Bank PLC didn’t reimburse them after they reported falling victim to a scam. Background In 2021, Mr and Mrs L became aware of an opportunity to invest in a company, which I will refer to as L. This investment was promoted to the... (4 pages)View decision -
Decision Reference DRN-5976930
22 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5976930 The complaint Mr D is unhappy that Inter Partner Assistance SA (‘IPA’) declined a claim made on his annual, multi-trip, ‘standard plus’ travel insurance policy (‘the policy’). The claim was for expenses connected to Mr D being unwell abroad and needing medical attention. A... (4 pages)View decision -
Decision Reference DRN-6031697
22 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6031697 The complaint R complains about Barclays Bank UK PLC’s refusal to reimburse the losses it suffered when it says it was scammed by another company. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key facts and events here... (10 pages)View decision -
Decision Reference DRN-5819903
22 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5819903 The complaint Mr M brings a complaint on behalf of a limited company, M, that he is the director of. M complains that Barclays Bank UK PLC did not reimburse all of the funds it lost to a scam. What happened Mr M found an invest opportunity in cryptocurrency. He began speakin... (2 pages)View decision -
Decision Reference DRN-5709330
22 Dec 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5709330 The complaint Mr R complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) irresponsibly provided him with a loan. What happened In May 2024 Mr R applied for a loan with Lending Stream. The application was approved, and he was provided with a loan for £25... (3 pages)View decision -
Decision Reference DRN-6005765
22 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6005765 The complaint Miss M complains about the way in which Barclays Bank UK PLC handled a fraud claim and about its decision to close her account. What happened On 1 October 2025 Barclays agreed to accept in full a fraud claim which Miss M had made. The total claim was for more t... (2 pages)View decision -
Decision Reference DRN-6000383
22 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-6000383 The complaint Mr S complains that Metro Bank PLC (Metro Bank, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to an investment scam. What happened Mr S was introduced to the investment scam through a social media messaging group in June 2024. Mr S ... (5 pages)View decision -
Decision Reference DRN-5578373
22 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5578373 The complaint Mr H complains that Lloyds Bank PLC did not reimburse the funds he says he lost to a scam. What happened Mr H came across an investment opportunity in a company I’ll call ‘HS’ for the purpose of this decision. HS had several different building projects they wer... (3 pages)View decision -
Decision Reference DRN-6039314
22 Dec 2025 Together Personal Finance Limited Not upheldMortgagesDRN-6039314 The complaint Mr L and Miss P complain that Together Personal Finance Limited didn’t allow them to switch their mortgage from capital repayment to interest only terms. They ask that Together pays them the difference between the cost of an interest only mortgage and what they... (3 pages)View decision