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-6158784
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6158784 The complaint Mr and Mrs I’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-6120525
17 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6120525 The complaint Miss P complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by a safe account scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (4 pages)View decision -
Decision Reference DRN-5806230
17 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5806230 The complaint Ms L and Mr O think are unhappy with the handling of their claim by Zurich Insurance Company Ltd (“Zurich”) under their home insurance policy. What happened Ms L and Mr O raised a claim following a devasting fire at their home. Zurich appointed a loss adjuster ... (3 pages)View decision -
Decision Reference DRN-6159914
17 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6159914 The complaint Mrs E’s complaint is about a claim she made on her Admiral Insurance (Gibraltar) Limited (‘Admiral’) pet insurance policy, which Admiral declined. Mrs E says Admiral treated her unfairly. What happened The details of this complaint are well known to both partie... (3 pages)View decision -
Decision Reference DRN-5911746
17 Feb 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5911746 The complaint Mr J complains that the car he acquired through N.I.I.B. Group Limited, trading as Northridge Finance (“Northridge”) was misrepresented to him, and that it was not fit for purpose. He wants to reject the car and have the credit agreement cancelled. What happene... (5 pages)View decision -
Decision Reference DRN-6154822
17 Feb 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-6154822 The complaint Mr C complains that Secure Trust Bank Public Limited Company (trading as V12 Retail Finance) will not adjust his loan balance or amend his credit file. What happened Mr C says that he was unlawfully recalled to prison without charge in June 2024. He explains t... (2 pages)View decision -
Decision Reference DRN-6161019
17 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6161019 The complaint The estate of Mr F complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY caused or contributed to delays in the transfer of an ISA belonging to Mr F. What happened Mr F sadly passed away in August last year. He’d appointed his daughter as one of two attorn... (3 pages)View decision -
Decision Reference DRN-6161105
17 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6161105 The complaint The estate of Mr F complains Nationwide Building Society caused or contributed to delays in the transfer of an ISA belonging to Mr F. What happened Mr F sadly passed away in August last year. He’d appointed his daughter as one of two attorneys under a power of ... (3 pages)View decision -
Decision Reference DRN-6084482
17 Feb 2026 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-6084482 The complaint Mr T complains that Adrian Flux Insurance Services Group trading as MCN Insurance (AFISG) misled him during the sale of a motorcycle insurance policy. What happened The circumstances of this case are known to both parties, but in summary Mr T purchased a motorc... (3 pages)View decision -
Decision Reference DRN-5936338
17 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5936338 The complaint Mr D complains that MONEYBARN NO.1 LIMITED (“Moneybarn”) have wrongly marked his finance agreement as defaulted and wrongly repossessed the car from him. What happened Mr D entered into a conditional sale agreement with Moneybarn in February 2020 for the supply... (3 pages)View decision