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 401363 results
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Decision Reference DRN-6057468
13 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6057468 The complaint Mr K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money he lost when he was the victim of a scam. What happened In early 2025, Mr K met a woman online who said she lived abroad. They started communicating and their relations... (3 pages)View decision -
Decision Reference DRN-6219335
13 Mar 2026 HSBC UK Bank Plc UpheldMortgagesDRN-6219335 The complaint Mr and Mrs N complain that HSBC UK Bank Plc refused to switch the interest rate on their mortgage and treated them unfairly. What happened Mr and Mrs N have a residential mortgage with HSBC in three parts. The fixed interest rate on two parts of the mortgage ca... (4 pages)View decision -
Decision Reference DRN-5639526
13 Mar 2026 Foster Denovo Limited UpheldInvestmentsDRN-5639526 The complaint Ms Q has complained about the investment advice she was given by Foster Denovo Limited (‘FD’). What happened From July 2015 Ms Q was given investment advice by FD but from 2023 became unhappy with some of the investments – the Standard Life Offshore Bond and t... (6 pages)View decision -
Decision Reference DRN-6097917
13 Mar 2026 Next Retail Limited Not upheldConsumer CreditDRN-6097917 The complaint Miss D complains that Next Retail Limited trading as Next Online (Next) lent to her irresponsibly. What happened In April 2014, Miss D opened a catalogue shopping account with Next. It agreed a credit limit as follows: Date Event Credit limit April 2014 Openin... (4 pages)View decision -
Decision Reference DRN-5964174
13 Mar 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5964174 The complaint Mr B has complained that Admiral Insurance (Gibraltar) Limited declined to pay for damage after he made a claim on his motor insurance policy. What happened Mr B was involved in an accident in May 2024 and made a claim on his motor insurance policy with Admiral... (2 pages)View decision -
Decision Reference DRN-6093163
13 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6093163 The complaint Mr S complains that Barclays Bank UK PLC won’t refund money he lost to a scam. Mr S is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr S ... (5 pages)View decision -
Decision Reference DRN-6174678
13 Mar 2026 Gain Credit LLC UpheldConsumer CreditDRN-6174678 The complaint Miss B complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans without carrying out sufficient affordability checks. Had better checks been made than Lending Stream would’ve discovered Miss B couldn’t afford the loan payments.... (5 pages)View decision -
Decision Reference DRN-6207298
13 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6207298 The complaint Miss E complains that Revolut Ltd won’t refund money she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss E fell victim to a job scam in 2025.... (3 pages)View decision -
Decision Reference DRN-5475790
13 Mar 2026 IG Trading and Investments Limited UpheldInvestmentsDRN-5475790 The complaint Mr B has complained about the service he received from IG Trading and Investments Limited, trading as IG (‘IG’). He says it cancelled and reversed dividend payments which he would like repaid to him. His accounts were closed by IG and he wants the transaction c... (8 pages)View decision -
Decision Reference DRN-6201985
13 Mar 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6201985 Complaint Mr O complains that Moneybarn No.1 Limited (“Moneybarn”) failed to act fairly and reasonably towards him when entering into a conditional sale agreement with him. He’s said that that Moneybarn failed to disclose the commission that it paid to the credit broker tha... (3 pages)View decision