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-4846489
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4846489 The complaint Mr and Mrs S 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... (10 pages)View decision -
Decision Reference DRN-5923527
16 Feb 2026 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5923527 The complaint Mr S is complaining about Alwyn Insurance Company Limited’s decision to decline a claim on his motorbike insurance policy after it was stolen from a petrol station. What happened Mr S visited a petrol station in June 2025 to fuel his motorbike. As he went insi... (2 pages)View decision -
Decision Reference DRN-5898454
16 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5898454 The complaint Mr L’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (12 pages)View decision -
Decision Reference DRN-5848992
16 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5848992 The complaint Mr S complains that Barclays Bank UK PLC has declined to refund disputed transactions that were made from his account. What happened On 28 May 2025, two Automated Teller Machine (ATM) withdrawals totalling £290 were made using Mr S’ card and his Personal Identi... (2 pages)View decision -
Decision Reference DRN-5937867
16 Feb 2026 Metro Bank PLC Not upheldConsumer CreditDRN-5937867 The complaint Mr H complains that Metro Bank PLC, trading as RateSetter irresponsibly lent to him. What happened Mr H took out an unsecured loan from Metro Bank PLC, trading as RateSetter, on 23 August 2022 for £10,000. The loan had an APR of 10.94%, a fee of £666, and a tot... (3 pages)View decision -
Decision Reference DRN-5947532
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5947532 The complaint Ms B has complained American Express Services Europe Limited didn’t refund a transaction she didn’t authorise. What happened Ms B has held an American Express account since February 2022. In April 2025 Ms B saw a payment of £84.99 pending on her American Expres... (2 pages)View decision -
Decision Reference DRN-5905835
16 Feb 2026 First Central Insurance Management Limited Not upheldInsuranceDRN-5905835 The complaint Miss W complains that First Central Insurance Management Limited charged her for a motor insurance policy that she didn’t have. What happened Miss W had a policy with First Central from July 2023 to July 2024. The policy was on automatic renewal, so documents ... (3 pages)View decision -
Decision Reference DRN-6039036
16 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6039036 The complaint Miss A has complained Starling Bank Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Starling in July 2022. In October 2024 Starling identified payments into Miss A’s account t... (3 pages)View decision -
Decision Reference DRN-6156728
16 Feb 2026 Phoenix Life CA Limited UpheldInsuranceDRN-6156728 The complaint Mr and Mrs H complain about how Phoenix Life CA Limited (Phoenix) sold Mrs H a reviewable whole of life (RWOL) policy and the reduction it since carried out to the sum assured on this policy. Mrs H settled this policy in trust (the trust), with both Mr and Mrs... (11 pages)View decision -
Decision Reference DRN-6151197
16 Feb 2026 Next Retail Limited Not upheldConsumer CreditDRN-6151197 The complaint Mrs S complains Next Retail Limited recorded adverse information on her credit file. What happened In March 2025, Mrs S opened a Running Account Credit with Next, which allowed her to purchase goods on credit and repay in instalments. Next says it didn’t rece... (2 pages)View decision