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-5821925
13 Feb 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5821925 The complaint Mr T says Barclays Bank UK PLC (‘Barclays’) didn’t approve a loan he applied for, and it won’t provide full information about why this was. What happened This complaint is about a loan that Mr T applied for that was rejected. Mr T complained to Barclays about... (2 pages)View decision -
Decision Reference DRN-5931199
13 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5931199 The complaint Mr and Mrs S complain that HSBC UK Bank Plc won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In April 2020, Mr S decided to invest in a company his wife had previously invested in which leased cars. He und... (7 pages)View decision -
Decision Reference DRN-6146404
13 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6146404 The complaint Mr M complains about the quality of a used car he acquired through a conditional sale agreement with MONEYBARN NO.1 LIMITED trading as (‘Moneybarn’). Mr M says that he has had a significant number of problems with the vehicle and it is not fit for purpose. He w... (5 pages)View decision -
Decision Reference DRN-5925414
13 Feb 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5925414 The complaint Miss B complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans without carrying out sufficient affordability checks. What happened A summary of Miss B’s lending can be found in the table below. loan number loan amount agreem... (4 pages)View decision -
Decision Reference DRN-6112077
13 Feb 2026 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-6112077 The complaint Mr A complains because Helvetia Global Solutions Ltd (‘HGS’) declined a claim under his income protection insurance policy. All references to HGS include the agents appointed to handle claims and complaints on its behalf. What happened Mr A held an income prote... (3 pages)View decision -
Decision Reference DRN-6151352
13 Feb 2026 Phoenix Life Limited Not upheldInvestmentsDRN-6151352 The complaint Mrs H’s complaint is about a Homebuilder endowment policy she took out in 1986, which was ultimately transferred to Phoenix Life Limited. She believes that the premiums from September 2010 onwards were not collected due to a mistake on the part of the product p... (5 pages)View decision -
Decision Reference DRN-6004353
13 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6004353 The complaint Mr R complains that Nationwide Building Society won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In June 2025, Mr R was looking to buy a car and found one he was interested in advertised on an online marketplace.... (3 pages)View decision -
Decision Reference DRN-5819279
13 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5819279 The complaint Mrs M complains that Revolut Ltd has declined to locate and return funds to her. What happened Mrs M has asked Revolut to locate and return funds to her, following a payment that she made to her partner, which was returned to her bank. She’s unhappy that Revolu... (2 pages)View decision -
Decision Reference DRN-6076100
13 Feb 2026 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-6076100 The complaint Mr G is a sole trader. He complains about what the National Farmers' Union Mutual Insurance Society Limited did after he made a claim on his business interruption insurance. What happened In December 2022 there was a fire at Mr G’s business premises which ... (4 pages)View decision -
Decision Reference DRN-5891142
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5891142 The complaint Ms A complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened The background to this complaint is well known to both parties, and so I’ve just summarised some of the key events below. ... (4 pages)View decision