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 381196 results
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Decision Reference DRN-5691302
11 Aug 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5691302 The complaint Mr M complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his investment into a self-invested personal pension (‘SIPP’) when he says it shouldn’t have accepted business from the firm that introduced him to Options; Cale... (36 pages)View decision -
Decision Reference DRN-5739619
11 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5739619 The complaint Mrs S complains how Barclays Bank UK Plc trading as Barclaycard recorded a refund for a transaction on her credit card account. Mrs S has also complained about Barclaycard’s handling of her data subject access request “DSAR”. What happened In July 2024, Mrs S ... (5 pages)View decision -
Decision Reference DRN-5721004
11 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5721004 The complaint Mr V’s complaint is that Moneybarn No. 1 Limited trading as Moneybarn provided him with an unaffordable regulated credit agreement to finance a vehicle. Mr V’s complaint has been brought by a professional representative, but for ease I’ve referred to all submi... (4 pages)View decision -
Decision Reference DRN-5688577
11 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5688577 The complaint Mr T says Lendable Ltd irresponsibly lent to him. What happened Mr T took out a loan for £2,000 over 36 months from Lendable on 12 December 2023. The monthly repayments were £96.74. Mr T says Lendable ought not to have lent to him, had it reviewed his bank stat... (2 pages)View decision -
Decision Reference DRN-5519349
11 Aug 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5519349 The complaint Mr and Mrs E have complained that Red Sands Insurance Company (Europe) Limited declined a claim they made on a travel insurance policy. As it is Mrs E leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happened M... (3 pages)View decision -
Decision Reference DRN-5460314
11 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5460314 The complaint W, a limited company, has complained Revolut Ltd did nothing to identify and stop a fraudulent payment being made to one of their customer’s accounts. What happened W operates as a small business and holds an account with a bank that I’ll refer to as B. In Marc... (3 pages)View decision -
Decision Reference DRN-5698562
11 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5698562 The complaint Mr S complains that Lloyds Bank PLC declined his application for a credit limit increase. What happened Mr S holds a credit card with Lloyds. As at August 2024 the card had a credit limit of £11,000. In August 2024 Mr S transferred the balance on his account to... (3 pages)View decision -
Decision Reference DRN-5466229
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5466229 The complaint Miss P complains that Revolut Ltd hasn’t reimbursed the money she lost to two separate scams in 2023. What happened Scam 1 Miss P says she invested in cryptocurrency with a company I’ll refer to as ‘P’ and realised she’d fallen victim to a scam when she was req... (4 pages)View decision -
Decision Reference DRN-5489369
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5489369 The complaint Mr M complains that HSBC UK Bank Plc declined to refund a disputed transaction made from his account, and then closed his account. What happened On 19 December 2024, when checking his balance at an Automated Teller Machine (ATM) and then withdrawing £10, Mr M s... (3 pages)View decision -
Decision Reference DRN-5747224
11 Aug 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5747224 The complaint Mr C complains Advantage Insurance Company Limited (Advantage) provided a poor level of service and caused delays to his claim after he reported an incident with his car. And that this unfairly increased the cost of his policy premiums when his policy was due t... (3 pages)View decision
