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-6164351
18 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6164351 The complaint Mr M and Mrs B’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 (... (11 pages)View decision -
Decision Reference DRN-6159553
18 Feb 2026 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-6159553 The complaint Mr S complains about a car he acquired from a dealer, under a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance. Throughout his complaint, Mr S has been represented by a member of his family. But, for ease, I’ll just refer to... (6 pages)View decision -
Decision Reference DRN-6137665
18 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6137665 The complaint Mr A has complained Monzo Bank Ltd won’t refund him for two online transactions he didn’t authorise. What happened On 13 November 2025 Mr A contacted Monzo as he’d seen two transactions debit his account that he’d not made. He said he’d had friends in his house... (2 pages)View decision -
Decision Reference DRN-5880054
18 Feb 2026 Millennium Insurance Company Limited UpheldInsuranceDRN-5880054 The complaint Mr I has complained that Millennium Insurance Company Limited (MICL) unfairly declined a claim under his home emergency policy. What happened Mr I made a claim for an issue with his drains. MICL sent an engineer. It declined the claim because it said the polic... (4 pages)View decision -
Decision Reference DRN-6129165
18 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6129165 The complaint Mr A has complained HSBC UK Bank plc won’t refund him for gambling transactions he didn’t authorise. What happened On 16 November Mr A contacted HSBC as he’d seen numerous gambling transactions debit his account that he’d not made. He said he’d been staying at ... (3 pages)View decision -
Decision Reference DRN-6026471
18 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6026471 The complaint Mr and Mrs G are unhappy with what Intact Insurance UK Limited did after Mrs G made a claim on their legal expenses insurance policy. Although the policy is in joint names the claim is from Mrs G and it’s her complaint. So I’ll mainly refer to her in this decis... (4 pages)View decision -
Decision Reference DRN-6144597
18 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6144597 The complaint Mrs R has complained about Nationwide Building Society’s (“Nationwide”) handling of her request to cancel a current account switch. Mrs R says this resulted in her credit score being badly affected, which in turn led to her being charged extra interest for outs... (4 pages)View decision -
Decision Reference DRN-6073152
18 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6073152 The complaint Mr H complains that Metro Bank PLC won’t refund payments he made as a result of a scam. What happened Mr H was the victim of an investment scam. He made three payments from his newly opened Metro account to an international payee, totalling £24,799.60. These pa... (3 pages)View decision -
Decision Reference DRN-6033702
18 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6033702 The complaint Ms G complains that HSBC UK Bank Plc blocked her account. She would like compensation for the delays and financial hardship caused. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll foc... (2 pages)View decision -
Decision Reference DRN-6137897
18 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6137897 The complaint Mr R complains that Lloyds Bank PLC hasn’t agreed to a refund a series of directs debits under the direct debit guarantee scheme. What happened Between March 2022 and December 2024, a car finance company (who I will call M) claimed monthly direct debit payment... (3 pages)View decision