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-5928871
17 Feb 2026 Sabre Insurance Company Limited Not upheldInsuranceDRN-5928871 The complaint Mrs E complains that Sabre Insurance Company Limited trading as GoGirl (“GoGirl”) would only refund a small part of her premium when her claims history was updated on her car insurance policy. What happened Mrs E had a motor insurance policy with GoGirl coverin... (2 pages)View decision -
Decision Reference DRN-5995723
17 Feb 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5995723 The complaint Mr K complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) wrongfully attempted to repossess a car he acquired through a conditional sale agreement with them. What happened In May 2023, Mr K acquired a used car using a ... (3 pages)View decision -
Decision Reference DRN-5861958
17 Feb 2026 Creation Consumer Finance Limited UpheldConsumer CreditDRN-5861958 The complaint Mr A complains about the quality of a car he was supplied with by Creation Consumer Finance Ltd (“Creation”). What happened Mr A entered into a hire purchase agreement with Creation on 26 March 2025 for the supply of a new car. On 14 April 2025, he contacted th... (5 pages)View decision -
Decision Reference DRN-6112813
17 Feb 2026 AWP P&C S.A. Not upheldInsuranceDRN-6112813 The complaint Mr and Mrs A and Miss C are unhappy with AWP P&C S.A’s decision to decline their claim. Although all three are consumers, for simplicity, I’ll refer to all submissions as being made by Mr A personally. What happened The circumstances surrounding this compla... (3 pages)View decision -
Decision Reference DRN-5854882
17 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5854882 The complaint Mr B complains Monzo Bank Ltd won’t refund payments which he says he didn’t authorise, and that it has failed to provide him with adequate support as a vulnerable consumer. What happened Mr B says he used an online casino and was initially able to deposit funds... (4 pages)View decision -
Decision Reference DRN-6157242
17 Feb 2026 Tradex Insurance Company PLC Not upheldInsuranceDRN-6157242 The complaint Mr C has complained about the way his commercial motor insurance claim was handled by Tradex Insurance Company PLC. What happened Mr C made a claim following a road traffic accident on 7 September 2023. During the early part of the claim Mr C expressed his dis... (9 pages)View decision -
Decision Reference DRN-5942076
17 Feb 2026 BISL Limited Not upheldInsuranceDRN-5942076 The complaint Mr W complains that BISL Limited mishandled his motor insurance policy. What happened The subject matter of the insurance was a hatchback car first registered in 2002. Mr W acquired the car in 2021. For the year from 20 November 2024, Mr W had the car insure... (3 pages)View decision -
Decision Reference DRN-5830314
17 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5830314 The complaint Mr G complains that Nationwide Building Society (‘Nationwide’) won’t refund him transactions from his bank account that he says he didn’t authorise. What happened Mr G had a current account with Nationwide, which was opened in December 2024. Mr G made a cash d... (3 pages)View decision -
Decision Reference DRN-6130094
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6130094 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (11 pages)View decision -
Decision Reference DRN-6123549
17 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6123549 The complaint Miss J complains that Metro Bank PLC didn’t provide her with the required 60 days’ notice to reduce the interest rate on her account. What happened Miss J says she noticed on 30 June 2025 that the interest had reduced on her account despite her viewed interest... (2 pages)View decision