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-6006398
16 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6006398 The complaint Mr W is unhappy that Barclays Bank UK PLC, trading as Barclaycard, defaulted his account and sold the defaulted account debit to a third party, and with the service he received surrounding this. What happened Mr W had a Barclays credit card that he used very in... (3 pages)View decision -
Decision Reference DRN-5877043
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5877043 The complaint Mr and Mrs T complain that Bank of Scotland plc trading as Halifax (Halifax) failed to correctly update their address, which meant they were unable to access their account. What happened Mr and Mrs T hold a joint account with Halifax. They’d moved overseas but ... (2 pages)View decision -
Decision Reference DRN-6142003
16 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6142003 The complaint A company, which I’ll refer to as L, complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse funds it says were lost to a scam. Ms R and Mr H, who are directors of L, bring the complaint on L’s behalf. What happened The facts of the case are well know... (4 pages)View decision -
Decision Reference DRN-5899992
16 Feb 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5899992 The complaint Mr N and Mrs T have complained about the premium increases INTACT INSURANCE UK LIMITED have charged for their pet insurance policy and subsequent misinformation they say they were given. What happened Mr N and Mrs T previously took out pet insurance with INTACT... (2 pages)View decision -
Decision Reference DRN-6143113
16 Feb 2026 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6143113 The complaint Mr P complains that The Prudential Assurance Company Limited (Prudential) has taken too long to pay him the money he requested from his pension. What happened Mr P has a personal pension with Prudential. He lives overseas. Prudential wrote to Mr P on 30 June 20... (5 pages)View decision -
Decision Reference DRN-6157349
16 Feb 2026 Wakam UK Limited Not upheldInsuranceDRN-6157349 The complaint Miss K’s complaint is about a claim she made on her Wakam UK Limited trading as Wakam pet insurance policy, part of which was declined. Miss K says Wakam treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’... (3 pages)View decision -
Decision Reference DRN-5982415
16 Feb 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5982415 The complaint Mr W complains that Admiral Financial Services Limited was irresponsible in its lending to him. What happened Mr W applied for credit with Admiral and was given a loan as follows: Date Amount of Credit APR Loan Term Monthly Repayment September 2022 £5,60020% 3... (3 pages)View decision -
Decision Reference DRN-5976103
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5976103 The complaint Mr and Mrs M complain 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) deciding against p... (11 pages)View decision -
Decision Reference DRN-5990190
16 Feb 2026 Advantage Finance Ltd Not upheldConsumer CreditDRN-5990190 The complaint Mr S complains about a car supplied to him using a hire purchase agreement taken out with Advantage Finance Limited (“Advantage”). What happened In December 2023, Mr S acquired a used car using a hire purchase agreement with Advantage. The car was almost eight... (3 pages)View decision -
Decision Reference DRN-5946195
16 Feb 2026 Lendable Ltd Not upheldConsumer CreditDRN-5946195 The complaint Mrs H complains that Lendable Ltd was irresponsible in its lending to her. What happened Mrs H applied for credit with Lendable and was given a loan in March 2025 for £10,000 at an APR of 15.8%. The loan term was 60 months and required 59 payments of £237.25 an... (3 pages)View decision