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 400694 results
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Decision Reference DRN-6193598
8 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6193598 The complaint Mr P is unhappy Barclays Bank UK PLC have declined to refund payments which he believes were lost to a scam. What happened Between June and July 2025, Mr P made a number of payments totalling around £4,200 to a tradesman I will refer to as “G”. Mr P and his pa... (3 pages)View decision -
Decision Reference DRN-6067732
8 Apr 2026 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-6067732 The complaint Mr V and Mrs K complain about the response of Red Sands Insurance Company (Europe) Limited (‘Red Sands’) to their home insurance complaint. Red Sands are the underwriters (insurers) of this policy. Any reference to them in this decision can be interpreted as c... (3 pages)View decision -
Decision Reference DRN-6169354
8 Apr 2026 ITC Compliance Limited Not upheldConsumer CreditDRN-6169354 The complaint Ms F complains that a car finance agreement was misrepresented to her by Itc Compliance Limited (“ICL”). What happened In August 2025 Ms F entered into negotiations with a retailer for the part exchange of her car and the purchase of a new used car on a new fi... (3 pages)View decision -
Decision Reference DRN-6148010
8 Apr 2026 HSBC UK Bank Plc Not upheldMortgagesDRN-6148010 The complaint Miss B and Mr L complain that HSBC UK Bank Plc made errors with their monthly mortgage payments, resulting in them making underpayments for about 18 months. After Miss B spotted the error, HSBC asked them to make higher monthly payments. Miss B has dealt with t... (3 pages)View decision -
Decision Reference DRN-5839622
8 Apr 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5839622 The complaint Mr I is unhappy Metro Bank PLC won’t reimburse him the money he sent to a third-party for building works. What happened The background to this complaint is well-known and is set out within the investigator’s findings which was sent to both parties, so I won’t ... (4 pages)View decision -
Decision Reference DRN-6099034
8 Apr 2026 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-6099034 The complaint Ms B complains that AJ Bell Management Limited (AJ Bell) provided incorrect information in relation to her pension contribution resulting in it being applied to the incorrect tax year. She states that she is likely to pay additional tax unnecessarily as a resul... (5 pages)View decision -
Decision Reference DRN-6214378
8 Apr 2026 Barclays Bank UK PLC UpheldMortgagesDRN-6214378 The complaint Mr C and Miss E complain that Barclays Bank UK PLC wouldn’t offer them alternative options, when it declined their mortgage application to port their existing product due to the condition of the property they were looking to purchase. What happened Mr C and Mis... (3 pages)View decision -
Decision Reference DRN-4283989
8 Apr 2026 Phoenix Life Limited UpheldInsuranceDRN-4283989 The complaint Mrs H complains that Phoenix Life Limited (Phoenix) failed to properly administer her reviewable whole of life assurance (RWOL) policies. What happened Mrs H took out four RWOL policies which provided life and critical illness cover across 1993, 1994, 1995 and... (6 pages)View decision -
Decision Reference DRN-6277510
8 Apr 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6277510 The complaint Mrs G complains about the actions of Barclays Bank UK PLC in relation to a loan she had with it. What happened The background of this case is vast and stems back many years. Because of this, I have kept the background brief and aligned to my understanding of w... (6 pages)View decision -
Decision Reference DRN-6278125
8 Apr 2026 TSB Bank plc UpheldBanking and PaymentsDRN-6278125 The complaint Mr B complains that card payments he attempted to make online were repeatedly declined by TSB Bank Plc. What happened Mr B has told this service of several occasions in November and December 2025 when online payments he was trying to make using his credit and d... (3 pages)View decision