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 392389 results
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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-5968300
6 Feb 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-5968300 The complaint Ms M and Mr S are unhappy with what AmTrust Specialty Limited did following a claim Ms M made on their legal expenses insurance policy. Although Ms M and Mr S are joint policyholders as the claim and complaint relate to Ms M I’ll mainly refer to her in this dec... (4 pages)View decision -
Decision Reference DRN-5941263
6 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5941263 The complaint Mr R has complained about his car insurer U K Insurance Limited regarding its decision to decline his claim for a damaged sunroof, the time it took for a decision to be made whilst he was without his car and that UKI’s garage caused damage to his car. What hap... (3 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-6094035
6 Feb 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-6094035 The complaint Mr O has complained about Marshmallow Insurance Limited. He isn’t happy that it cancelled his motor insurance policy. What happened Mr O took out motor insurance policy with Marshmallow, and it asked for some further information to verify the policy. Unfortunat... (2 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 -
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