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 179851 results
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Decision Reference DRN-6140778
12 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6140778 The complaint Mr A complains about a car supplied to him using a hire purchase agreement taken out with BMW Financial Services (GB) Limited (“BMWFS”). What happened Mr A acquired a used car in August 2018, using a hire purchase agreement with BMWFS. At the time, the car was... (3 pages)View decision -
Decision Reference DRN-6114497
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6114497 The complaint Mr F complains about Barclays Bank UK PLC’s (‘Barclays’ or the ‘bank’) decision to remove his overdraft facility and also about the customer service it provided to him. What happened The background to this complaint is well known to both Mr F and Barclays, so I... (3 pages)View decision -
Decision Reference DRN-6090402
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6090402 The complaint and background Mr A complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to scam, requiring him to complete ‘engagement tasks’. This resulted in the loss of over £5,000. Our investigator considered the complaint. She conclu... (2 pages)View decision -
Decision Reference DRN-6122612
12 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6122612 The complaint Mrs M complains that EE Limited refused to allow her to reject a phone and to cancel a contract. What happened In April 2025 Mrs M purchased a new phone and entered into a contract with EE. The purchase was made in store. She returned about four hours later and... (2 pages)View decision -
Decision Reference DRN-5956488
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5956488 The complaint Miss F complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. What happened Miss F was approved for a Tesco credit card in March 2022, with a £4,900 credit limit. The credit limit was increased to £6,500 in October 2022. Miss F say... (4 pages)View decision -
Decision Reference DRN-6058571
12 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6058571 The complaint Mr T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t tell him his account would incur a fee which would take it overdrawn. He also complains about the responses he received to his complaint. What happened Mr T’s NatWest account ... (3 pages)View decision -
Decision Reference DRN-6130062
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6130062 The complaint Mr A complains that Revolut Ltd won’t refund money he lost when he 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. Mr A fell victim to an investment scam in Apr... (4 pages)View decision -
Decision Reference DRN-6132324
12 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6132324 The complaint Mr Y has complained that Santander UK Plc gave notice in July 2025 that it planned to migrate his business account, which is free from fees, to an account with a monthly fee in October 2025. Mr Y initially took the account out with another bank that became part... (4 pages)View decision -
Decision Reference DRN-5385305
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5385305 The complaint Mrs M complains about HSBC UK Bank Plc. She says that she has been the victim of a scam and would like HSBC to refund her the money she says she has lost. What happened In 2024, Mrs M decided to invest £7,000 in a ‘rent-to-rent scheme’ I will refer to as ‘R’. S... (3 pages)View decision -
Decision Reference DRN-6012925
12 Feb 2026 Oakbrook Finance Limited UpheldConsumer CreditDRN-6012925 The complaint OAKBROOK FINANCE LIMITED trading as Finio Loans (‘Oakbrook’) provided Mr W with two loans: • Loan one in June 2021 for £1,000. This was due to be repaid in 12 monthly instalments of around £91. • Loan two in May 2025 for £2,500, for the purpose of a wedding. T... (3 pages)View decision