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-5727512
15 Oct 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5727512 The complaint Miss B complains Gain Credit LLC trading as Lending Stream (“Lending Stream”) irresponsibly lent to her. What happened In July 2024 Miss B applied for a loan with Lending Stream. The application was accepted and she was provided with a loan for £1,300, to be re... (3 pages)View decision -
Decision Reference DRN-5733828
15 Oct 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5733828 The complaint Mr E complains that Phoenix Life Limited (“Phoenix”) has failed to manage the investments he holds as part of his pension savings in a professional manner. What happened Mr E holds pension savings with Phoenix arising from a pension plan he opened in December 1... (3 pages)View decision -
Decision Reference DRN-5498602
15 Oct 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5498602 The complaint S complain that ClearBank Limited (Tide) won’t refund the money they lost when they sent payments to what they now believe to have been a scam. Ms R complains on behalf of S. What happened The background to this complaint is well known to both parties, so I won... (4 pages)View decision -
Decision Reference DRN-5813611
15 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5813611 The complaint Mr M complains that HSBC UK Bank Plc (“HSBC”) won’t reimburse payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follow... (4 pages)View decision -
Decision Reference DRN-5845500
15 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5845500 The complaint Mr J complains Ageas Insurance Limited (Ageas) caused damage to his car when it attended a roadside assistance call out and undertook temporary repairs. Ageas are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of ... (3 pages)View decision -
Decision Reference DRN-5883152
15 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5883152 The complaint Mrs F is unhappy Nationwide Building Society (‘Nationwide’) blocked her accounts. What happened Mrs F had a current and several savings accounts with Nationwide. In March 2024, Nationwide initiated a review of Mrs F’s accounts and removed her access to them, i... (5 pages)View decision -
Decision Reference DRN-5880874
15 Oct 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5880874 The complaint Mr L complains that Amplifi Capital (U.K.) Limited trading as Reevo Money (‘Reevo’) unfairly defaulted his personal loan account during a payment arrangement. Mr L would like the default removing from his credit file. What happened Mr L received a default noti... (4 pages)View decision -
Decision Reference DRN-5715700
15 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5715700 The complaint Mr H has complained that Intact Insurance UK Limited trading as RSA (RSA) unfairly declined part of a claim under his home insurance policy. What happened Mr H made a claim for storm damage to his garden wall and garden furniture. RSA arranged for a surveyor t... (3 pages)View decision -
Decision Reference DRN-5683648
15 Oct 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5683648 The complaint Mr R complains that HSBC UK Bank Plc unfairly recorded negative information on his credit file in relation to a personal loan. What happened Mr R says around February 2025 he called HSBC to set up a direct debit for his loan. He explained he was sent a form to... (2 pages)View decision -
Decision Reference DRN-5776633
15 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5776633 The complaint Mr D complains that Barclays Bank UK PLC delayed in carrying out money transfers. What happened Mr D wrote several letters to Barclays, starting on 22 January 2025, requesting that it transfer £3,000 to his letting agent. This was to pay for repairs to his prop... (3 pages)View decision