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-5874197
6 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5874197 The complaint Mrs F and Mr Q complain that Barclays Bank UK PLC (“Barclays”) won’t refund the money they lost in an investment scam. They are represented by a Claims Management Company. For simplicity, I’ll refer to Mrs F and Mr Q throughout this decision. What happened The ... (3 pages)View decision -
Decision Reference DRN-5851941
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5851941 The complaint Miss T complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In May 2025, Miss T received a text message from someone who said they had a potential job for her. She replied and was told the job involved com... (2 pages)View decision -
Decision Reference DRN-6079709
6 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6079709 The complaint Mr P complains Barclays Bank UK PLC unfair loaded his details to a fraud database. What happened Mr P lost his cards after using one in a supermarket. Mr P was then sent a message to say a transaction had been declined, one he hadn’t made. Mr P couldn’t find... (3 pages)View decision -
Decision Reference DRN-6056629
6 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6056629 The complaint Mr K complains about the quality of a vehicle he acquired through a hire purchase agreement financed by Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VWFS). Mr K is represented in this complaint, but for ease of reference... (4 pages)View decision -
Decision Reference DRN-6123297
6 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6123297 The complaint NewDay Ltd (‘NewDay’) provided Mr T with a credit card in June 2019. It had a credit limit of £1,200, this was later increased to £1,950 in October 2019 and then to £3,950 in February 2020. Mr T says the credit card was provided irresponsibly. What happened Th... (2 pages)View decision -
Decision Reference DRN-6057436
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6057436 The complaint Mrs O complains that Santander UK Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In January 2022, Mrs O says a friend of hers told her about an opportunity to invest with a cryptocurrency investment comp... (4 pages)View decision -
Decision Reference DRN-5728118
6 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5728118 The complaint Ms N 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 In 2024, Ms N found out about opportunities to invest in two companies through the director of a consultancy company. After... (7 pages)View decision -
Decision Reference DRN-5750061
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5750061 The complaint Mrs R complains that Revolut Ltd (Revolut) won’t refund money she lost when she fell victim to a job scam. What happened The background to this complaint is well known to both parties, so, I’ll only provide an overview and focus on giving my reasons for my dec... (5 pages)View decision -
Decision Reference DRN-5817421
5 Feb 2026 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5817421 The complaint Mx C complains that Frasers Group Financial Services Limited trading as Studio (Studio) acted irresponsibly when they agreed to open a catalogue account. What happened In February 2019, Mx C successfully applied for a catalogue account with Studio and a £450 c... (4 pages)View decision -
Decision Reference DRN-6053698
5 Feb 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6053698 The complaint Mr A complains about the service he received from American Express Services Europe Limited trading as American Express (AESEL) when he called to obtain information about his disputed transaction claims. What happened Mr A holds a credit card with AESEL. In Augu... (2 pages)View decision