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-5878836
6 Feb 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-5878836 The complaint Mr and Mrs S have complained about their building warranty provider AmTrust Specialty Limited because it has declined their claims for render and pointing. What happened Mr and Mrs S’s property has a ten-year building warranty. In 2024 they made two claims to ... (2 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-5827362
6 Feb 2026 HINE INSURANCE BROKERS LIMITED Not upheldInsuranceDRN-5827362 The complaint R – a residents’ management company for a property development – has complained that Hine Insurance Brokers Limited (Hine) failed to meet its obligations when brokering the multi-occupancy buildings insurance policy for the development between 2021 and 2024. W... (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