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-6134012
16 Feb 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6134012 The complaint Miss A is unhappy that a car supplied to her under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’) was misrepresented to her. Miss A has been represented during the claim and complaint process by Mr A. For eas... (5 pages)View decision -
Decision Reference DRN-5958203
16 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5958203 The complaint Mr C and Mrs K complain that Nationwide Building Society imposed a previously undisclosed limit on daily transfers that meant their authorised transaction was blocked and they lost money on investment opportunities. I have just referred to Mr C here. What happ... (4 pages)View decision -
Decision Reference DRN-6138661
16 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6138661 The complaint Miss R complains about Aviva Insurance Limited (“Aviva”) and the service they provided following the claim she made on her motor insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list th... (5 pages)View decision -
Decision Reference DRN-6016963
16 Feb 2026 Royal London Mutual Insurance Society, Limited (THE) Not upheldInsuranceDRN-6016963 The complaint Miss G, Mr G and Ms G as trustees of the Mrs G trust are unhappy because Royal London Mutual Insurance Society, Limited (THE) trading as Royal London partially settled a claim made on a life insurance policy. As Miss G has acted as the main representative, I’ll... (2 pages)View decision -
Decision Reference DRN-6065956
16 Feb 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6065956 The complaint Lendable Ltd, trading as Zable, provided Miss G with a credit card in October 2021 with a credit limit of £200 and increased the credit limit to £350 in January 2022. Miss G says this was irresponsible. What happened The details of this complaint are well-know... (2 pages)View decision -
Decision Reference DRN-6149173
16 Feb 2026 Next Retail Limited Not upheldConsumer CreditDRN-6149173 The complaint Next Retail Limited, trading as Next Online, increased the credit limit on Mr M’s account from £3,750 to £5,000 in September 2020. Mr M says this was irresponsible. What happened The details of this complaint are well-known to both parties, so I won’t repeat t... (2 pages)View decision -
Decision Reference DRN-6153145
16 Feb 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6153145 The complaint Mr N and Mrs R complain that Bank of Scotland plc, trading as Birmingham Midshires (BM), treated them unfairly and misled them following the end of their mortgage term. Their daughter, Ms R, brings the complaint on their behalf. What happened Mr N and Mrs R too... (5 pages)View decision -
Decision Reference DRN-6056154
16 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6056154 The complaint Mrs S has complained that BMW FINANCIAL SERVICES (GB) LIMITED gave her car finance without carrying out sufficient checks. Had better checks been made it would’ve seen the agreement was unaffordable. What happened In April 2023, Mrs S entered into a hire purch... (8 pages)View decision -
Decision Reference DRN-6151492
16 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6151492 The complaint Mr E is unhappy Nationwide Building Society have declined his attempts to recover funds to his credit card which he used to pay for a service he did not receive. What happened I issued my provisional findings to both parties setting out why I did not think Mr E... (6 pages)View decision -
Decision Reference DRN-5956963
16 Feb 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5956963 The complaint Ms F has complained that HSBC Bank UK plc (“HSBC”) gave her loans that she couldn’t afford to repay. What happened A summary of Ms F’s loan history can be found below. Both loans had an APR of 7.9%. loan number loan amount total to repay agreement date repaid... (5 pages)View decision