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-6031049
10 Feb 2026 Skyline Direct Limited UpheldConsumer CreditDRN-6031049 The complaint Mr C complains that Skyline Direct Limited (“Skyline”) provided him with loans he couldn’t afford to repay and Skyline would’ve known that had it carried out proportionate checks. What happened A summary of Mr C’s borrowing can be found below. loan number loa... (4 pages)View decision -
Decision Reference DRN-5888970
10 Feb 2026 Skrill Limited Not upheldBanking and PaymentsDRN-5888970 The complaint Miss Y complains that Skrill Limited (Skrill) closed her account without notice and won’t release the funds that remain. What happened Miss Y opened an account with Skrill on 1 May 2025. Following an internal review, Skrill decided to close Miss Y’s account on ... (2 pages)View decision -
Decision Reference DRN-5908714
10 Feb 2026 AXIS Specialty Europe SE Not upheldInsuranceDRN-5908714 The complaint Mr C complains about the decline of his property owner’s (commercial) property insurance claim by AXIS Specialty Europe SE (’AXIS’). AXIS have accepted responsibility for the actions of agents acting on their behalf. Therefore, in this decision, any reference t... (3 pages)View decision -
Decision Reference DRN-5954474
10 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5954474 The complaint Mr B complains that HSBC UK Bank Plc (HSBC) closed multiple accounts he held without him receiving notice or being given an opportunity to rectify anything. He also complains about the process of receiving cheques for the amounts remaining within the accounts f... (3 pages)View decision -
Decision Reference DRN-6140806
10 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6140806 The complaint Mr S complains Barclays Bank UK PLC unfairly closed his accounts, failed to refund multiple direct debits, and provided poor customer service. He wants a refund of the direct debits and compensation for the losses he says he experienced. What happened Mr S held... (4 pages)View decision -
Decision Reference DRN-5910386
10 Feb 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5910386 The complaint Mr L complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. Had better checks been made than it would’ve seen he couldn’t afford to take on further borrowing due to his ex... (3 pages)View decision -
Decision Reference DRN-5920074
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5920074 The complaint Mr S and the estate of Mrs S’ complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with Mr S and the late Mrs S under Section 140A of the Consumer Credit Act 197... (10 pages)View decision -
Decision Reference DRN-5918775
10 Feb 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5918775 The complaint Mr G complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) failed to carry out sufficient affordability checks before it lent to him. What happened A summary of Mr G’s borrowing can be found in the table below. loan number loan amount ag... (5 pages)View decision -
Decision Reference DRN-5943433
10 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5943433 The complaint Miss W complains that Monzo Bank Ltd (‘Monzo’) won’t refund transactions she made for gambling. What happened On 27 and 28 March 2025, Miss W made 24 faster payments to a company I’ll refer to as P. These transactions were made for gambling with a company I’ll... (3 pages)View decision -
Decision Reference DRN-5909842
10 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5909842 The complaint Miss A complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t go into detail. In August 2024, Miss A sent £15,500 to a c... (5 pages)View decision