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 130193 results
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Decision Reference DRN-6031049
10 Feb 2026 Skyline Direct Limited UpheldConsumer CreditDRN-6031049 The complaint Mr C complains that Skyline Direct Limited (“Skyline”) provided him with loans he couldn’t afford to repay and Skyline would’ve known that had it carried out proportionate checks. What happened A summary of Mr C’s borrowing can be found below. loan number loa... (4 pages)View decision -
Decision Reference DRN-6140806
10 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6140806 The complaint Mr S complains Barclays Bank UK PLC unfairly closed his accounts, failed to refund multiple direct debits, and provided poor customer service. He wants a refund of the direct debits and compensation for the losses he says he experienced. What happened Mr S held... (4 pages)View decision -
Decision Reference DRN-5909842
10 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5909842 The complaint Miss A complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t go into detail. In August 2024, Miss A sent £15,500 to a c... (5 pages)View decision -
Decision Reference DRN-5761079
9 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5761079 The complaint Mr B complains that Monzo Bank Ltd (Monzo, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to an investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mr B says a wor... (7 pages)View decision -
Decision Reference DRN-6005222
9 Feb 2026 Volvo Car UK Limited UpheldConsumer CreditDRN-6005222 The complaint Mrs T complained about end of contract charges for a car supplied on finance by Volvo Car UK Limited (“VCUK”). What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. But, to summarise, VCU... (4 pages)View decision -
Decision Reference DRN-6138806
9 Feb 2026 Nationwide Building Society UpheldConsumer CreditDRN-6138806 The complaint Miss B says Nationwide Building Society irresponsibly lent to her. What happened Miss B took out a loan for £5,000 over 48 months from Nationwide on 27 January 2025. The monthly repayments were £169.85. Miss B says she was unemployed, having lost her job on 30 ... (3 pages)View decision -
Decision Reference DRN-6139410
9 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6139410 The complaint Mr V complained about the actions and service provided by Barclays Bank UK PLC after it blocked his account access while he was travelling overseas. He feels that £300 compensation is reasonable to reflect the stress and worry he was caused. What happened On 1... (5 pages)View decision -
Decision Reference DRN-6026743
9 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6026743 The complaint Mr G complains about the quality of a car that was supplied through a motor finance agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services (Alphera). What happened The circumstances surrounding this complaint and my initial fi... (6 pages)View decision -
Decision Reference DRN-5855060
9 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5855060 The complaint Mr and Mrs A have complained after Liverpool Victoria Insurance Company Limited (LV) declined their claim under the contents section of their home insurance policy. What happened The details of what happened are well known to both parties. I will summarise them... (2 pages)View decision -
Decision Reference DRN-5923152
9 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5923152 The complaint Mr B and Mrs B complained that Admiral Insurance (Gibraltar) Limited wrongly valued their car under Mrs B’s motor insurance policy. What happened After Mr B and Mrs B’s car was damaged in an accident Admiral decided that it was uneconomical to repair. They asse... (3 pages)View decision