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-6068057
6 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6068057 The complaint Mr F complains that Oakbrook Finance Limited irresponsibly lent to him. Mr F says sufficient checks weren’t completed and Oakbrook lent when it shouldn’t have. What happened Oakbrook provided Mr F with two loans. The first loan for £1,500 was taken in December... (3 pages)View decision -
Decision Reference DRN-5988669
6 Feb 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-5988669 The complaint Mr B complains about Madison CF UK Limited trading as 118 118 Money’s decision to lend. Mr B says the lending was irresponsible. Mr B is also unhappy with how 118 118 Money dealt with him when he struggled to keep up with the repayments of his loan. What happe... (3 pages)View decision -
Decision Reference DRN-6076339
6 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6076339 The complaint Mrs B complains that an account she had with Lloyds Bank PLC didn’t provide her with interest and that she wasn’t made aware of other products that were more suitable for her. Mrs B is represented in bringing this complaint, but for ease of reading I’ll refer t... (4 pages)View decision -
Decision Reference DRN-6099085
6 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6099085 The complaint Miss C is a sole trader. She complains that National Westminster Bank Public Limited Company unfairly removed her business overdraft and put her bounce back loan (“BBL”) into default. What happened The bank has told us: • Miss C had a business overdraft facilit... (4 pages)View decision -
Decision Reference DRN-6104737
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6104737 The complaint Mr B has complained about changes Santander UK Plc has made to his business bank account. What happened Mr B opened a business bank account with Santander in 2005. The account was fee free and Mr B says Santander promised that this would continue forever. In J... (4 pages)View decision -
Decision Reference DRN-6125013
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6125013 The complaint Ms E complains that Revolut Ltd won’t refund money she lost when she was a victim of a scam. What happened Ms E fell victim to a job scam in 2025. As part of the scam, Ms E was told that she had to pay various fees. And she did this by purchasing crypto, with R... (4 pages)View decision -
Decision Reference DRN-6053804
6 Feb 2026 Telefonica UK Limited Not upheldConsumer CreditDRN-6053804 The complaint Mr R has complained about Telefonica UK Limited (trading as O2) terminating a credit agreement and defaulting his account and barring the linked phone. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly ... (3 pages)View decision -
Decision Reference DRN-5999823
6 Feb 2026 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5999823 The complaint Mr D complains that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited is of unsatisfactory quality. What happened In December 2023 Mr D entered into a hire purchase agreement with Mercedes-Benz Financial Se... (3 pages)View decision -
Decision Reference DRN-6114078
6 Feb 2026 EE Limited UpheldConsumer CreditDRN-6114078 The complaint Mrs H complains that EE Limited is asking her to repay a fixed-sum loan agreement and mobile phone contract. What happened My provisional decision of 14 January 2026 set out the background to this complaint: “In September 2024, Mrs H ordered a new mobile phone ... (3 pages)View decision -
Decision Reference DRN-5839228
6 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5839228 The complaint Mr E complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In May 2025, Mr E was interesting in buying a horse and saw one advertised for sale on an online marketplace. He contacted... (3 pages)View decision