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 393318 results
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Decision Reference DRN-5844463
19 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5844463 The complaint Mr C and Mrs W complaint is, in essence, that Shawbrook Bank Limited (“Shawbrook”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under s.140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidi... (7 pages)View decision -
Decision Reference DRN-6165316
19 Feb 2026 AWP P&C S.A. UpheldInsuranceDRN-6165316 The complaint Mr and Mrs M are unhappy that AWP P&C SA hasn’t paid the monetary value of cabin upgrade vouchers they used to book flights abroad as part of their cancellation claim under their travel insurance policy (‘the policy’). They’re also unhappy about the way the... (3 pages)View decision -
Decision Reference DRN-6165205
19 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6165205 The complaint Mr and Mrs P complain that following their request to switch their account to a new provider, Barclays Bank Plc allowed direct debits to leave the account resulting in an overdrawn balance. Mr and Mrs P complain that as the switch was in progress then the direc... (3 pages)View decision -
Decision Reference DRN-6149874
19 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6149874 The complaint Mr I complains that MONEYBARN NO.1 LIMITED trading as Moneybarn terminated his loan agreement early. What happened In February 2023 Mr I acquired a car at a cost of £13,298. This was funded by a conditional sale agreement with Moneybarn. Mr I acquired the car t... (2 pages)View decision -
Decision Reference DRN-5909533
19 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5909533 The complaint Mr F complains that Barclays Bank plc t\a Barclaycard (“Barclays””) provided credit to him irresponsibly and the credit was unaffordable. What happened In April 2025 Mr F applied for and received a credit card from Barclays. It had an initial credit limit of £2... (4 pages)View decision -
Decision Reference DRN-6005995
19 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6005995 The complaint Mr F complains that Monzo Bank Ltd irresponsibly lent to him. What happened Mr F was approved for a Monzo Flex account in July 2024, with a credit limit of £1,000. Mr F says that this was irresponsibly lent to him, and he had already made a number of gambling t... (3 pages)View decision -
Decision Reference DRN-6050412
19 Feb 2026 Gain Credit LLC UpheldConsumer CreditDRN-6050412 The complaint Ms B complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans without carrying out sufficient affordability checks. Had better checks been made than Lending Stream would’ve discovered Ms B was using her overdraft and taking out... (6 pages)View decision -
Decision Reference DRN-6139649
19 Feb 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6139649 The complaint Mr S complains that Santander Consumer (UK) Plc (Santander) gave him an inaccurate settlement figure that he subsequently relied upon. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview ... (3 pages)View decision -
Decision Reference DRN-6146044
19 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6146044 The complaint Mr W complains that Nationwide Building Society failed to properly pursue a chargeback request. What happened In July 2025 Mr W purchased a second-hand monitor from a merchant at a cost of £70 paid from his Nationwide account. He says that when he got home he d... (2 pages)View decision -
Decision Reference DRN-6011834
19 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6011834 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited 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 again... (4 pages)View decision