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-6138523
16 Feb 2026 Allianz Insurance Plc UpheldInsuranceDRN-6138523 The complaint Ms U 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... (3 pages)View decision -
Decision Reference DRN-5913367
16 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5913367 The complaint Mr C complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything again here. In summary Mr C purchased a service from a merch... (3 pages)View decision -
Decision Reference DRN-6122351
16 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6122351 The complaint OAKBROOK FINANCE LIMITED trading as Finio Loans (‘Oakbrook’) provided Miss B with a loan in March 2024. The loan was for £2,000 and was due to be repaid in 24 monthly instalments of around £139. Miss B says the credit was provided irresponsibly. What happened... (2 pages)View decision -
Decision Reference DRN-5909176
16 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-5909176 The complaint Miss C is complaining about the way U K Insurance Limited (‘UKI’) has handled a claim she made on her commercial property insurance policy. What happened In May 2024 Miss C contacted UKI to report a leak in a property she rents out and to look to claim for the ... (3 pages)View decision -
Decision Reference DRN-4676217
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4676217 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs T purchased membership of a timeshare (the ‘Fractional Club... (9 pages)View decision -
Decision Reference DRN-6048998
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6048998 The complaint Miss A complains that Monzo Bank Ltd (Monzo) failed to identify the compulsive gambling on her account. She thinks they should have intervened and prevented her from making the payments. What happened Miss A started gambling on her account in late 2024. She con... (2 pages)View decision -
Decision Reference DRN-5878460
16 Feb 2026 Allianz Insurance Plc Not upheldInsuranceDRN-5878460 The complaint Mrs B complains about Allianz Insurance Plc adding exclusions to her pet insurance when she renewed the policy and that it changed the way it communicates with her, which meant she was not aware of the exclusions being added. What happened Mrs B took out an ins... (3 pages)View decision -
Decision Reference DRN-6155464
16 Feb 2026 First Holiday Finance Ltd UpheldConsumer CreditDRN-6155464 The complaint Mr and Mrs F’s complaint is, in essence, that First Holiday Finance Ltd (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 ... (11 pages)View decision -
Decision Reference DRN-5790956
16 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5790956 The complaint Mrs V complains that Vanquis Bank Limited trading as “Vanquis” incorrectly recorded a default on her credit file – and that default also appears twice. What happened The facts of this case aren’t in dispute, so, apart from setting out Mrs V’s complaint, I’ll f... (3 pages)View decision -
Decision Reference DRN-5991886
16 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-5991886 The complaint Mr A complains that Black Horse Limited trading as Jaguar Financial Services (Jaguar) didn’t explain his right to voluntarily terminate a hire purchase agreement, and that it applied an excess mileage charge when the agreement came to an end. What happened In F... (4 pages)View decision