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-5901262
16 Feb 2026 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5901262 The complaint Miss B complains about charges she has been asked to pay by Mercedes-Benz Financial Services UK Limited (‘MBFS’) since she returned the car she was financing through an agreement with them. What happened The detailed background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-6020219
16 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6020219 The complaint Mr B complains that Wise Payments Limited didn’t initiate chargebacks on some payments he has disputed and it has cancelled his debit card. What happened The circumstances surrounding Mr B’s complaint are well known to the parties, so I haven’t set them out in ... (3 pages)View decision -
Decision Reference DRN-6137900
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6137900 The complaint Mr L and Mrs L’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 (... (12 pages)View decision -
Decision Reference DRN-6138524
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6138524 The complaint Mr L’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 him under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-6138580
16 Feb 2026 Allianz Insurance Plc Not upheldInsuranceDRN-6138580 The complaint Mr Z complains about the way Allianz Insurance Plc handled a claim made under a buildings insurance policy for subsidence. Reference to Allianz includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evidence and... (2 pages)View decision -
Decision Reference DRN-6101135
16 Feb 2026 Society of Lloyd's Not upheldInsuranceDRN-6101135 The complaint Mr R complains Society of Lloyd’s trading as Lloyd’s of London (SOL) unfairly declined a claim under a marine insurance policy. What happened The details of this complaint are well-known to the parties, so I won’t repeat them here. Instead, I’ll focus on the re... (2 pages)View decision -
Decision Reference DRN-6155833
16 Feb 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-6155833 The complaint Ms B complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (“Quidmarket”) gave her loans without carrying out sufficient affordability checks. What happened Ms B’s borrowing can be found below. loan number loan amount agreement date repayment date... (4 pages)View decision -
Decision Reference DRN-5797392
16 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5797392 The complaint Mr and Mrs M have complained about Lloyds Bank General Insurance Limited (Lloyds’) decision to reject a claim they made for storm damage under their home insurance policy. What happened Mr and Mrs M made a claim following a storm to Lloyds for damage to their p... (2 pages)View decision -
Decision Reference DRN-6155687
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6155687 The complaint Mrs S and Mr L say Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor- debtor relationship with Shawbrook was unfair to them under section 140A of the CCA.... (4 pages)View decision -
Decision Reference DRN-6124303
16 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-6124303 The complaint Miss E has complained that U K Insurance Limited trading as Direct Line (UKI) unreasonably refused to reinstate her lifetime pet policies when she failed to make a premium payment in March 2025. Instead it unfairly offered her new policies where the cover exclu... (4 pages)View decision