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-5954561
17 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5954561 The complaint Mrs J complains that a car supplied to her under a hire purchase agreement with CA AUTO FINANCE UK LTD (CAF) was of unsatisfactory quality. Mrs J has been represented during her complaint. For ease, I’ll refer to any information supplied by Mrs J’s representati... (4 pages)View decision -
Decision Reference DRN-5757921
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5757921 The complaint Mr B 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 (... (17 pages)View decision -
Decision Reference DRN-6087316
17 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6087316 The complaint Mr L complains Oakbrook Finance Limited trading as Finio Loans defaulted his loan account. What happened Mr L held a loan account with Finio. In March 2025, Mr L told Finio he was experiencing financial difficulties. Finio agreed payment plans in March 2025 and... (3 pages)View decision -
Decision Reference DRN-6159833
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6159833 The complaint Mr and Mrs E complain that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and failing to disclose a payment of commission. Background to the co... (4 pages)View decision -
Decision Reference DRN-6159834
17 Feb 2026 Allianz Insurance Plc UpheldInsuranceDRN-6159834 The complaint Mr B is unhappy with the settlement offered by Allianz Insurance Plc (“Allianz”) following his storm claim against his commercial property insurance. What happened Mr B owned a property which contained three separate flats which he rents out. Mr B made a claim ... (4 pages)View decision -
Decision Reference DRN-6026429
17 Feb 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-6026429 The complaint Mr B has complained that AXA PPP Healthcare Limited trading as AXA Health (‘AXA’) mis- sold a policy to him and deliberately gave him incorrect information. He also complained about increasing premiums. What happened Mr B bought a private medical insurance poli... (3 pages)View decision -
Decision Reference DRN-6075508
17 Feb 2026 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-6075508 The complaint Mr B complains that ARAG Legal Expenses Insurance Company Limited unfairly declined cover under his legal expenses insurance policy. Where I refer to ARAG, this includes the actions of its agents and claims handlers for which it takes responsibility. What hap... (3 pages)View decision -
Decision Reference DRN-6146640
17 Feb 2026 RCI Financial Services Limited UpheldConsumer CreditDRN-6146640 The complaint Mr B complains about the quality of a car he has been financing through an agreement with RCI Financial Services Limited trading as Dacia Finance (who I’ll call RCI). What happened I issued a provisional decision on this complaint earlier this month. An extrac... (7 pages)View decision -
Decision Reference DRN-5915390
17 Feb 2026 Nova Insurance Limited UpheldInsuranceDRN-5915390 The complaint Mr J and Mrs W are unhappy with the refund they received when they cancelled their home insurance policy. Their broker, Nova Insurance Limited (“Nova”) retained a commission clawback, before providing Mr J and Mrs W with their refund. What happened After buying... (3 pages)View decision -
Decision Reference DRN-6151005
17 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6151005 The complaint Mr B complains that Lloyds Bank PLC won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (3 pages)View decision