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-5905629
18 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5905629 The complaint Mrs H and Mr H’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 (... (16 pages)View decision -
Decision Reference DRN-6138328
18 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6138328 The complaint The estates of Mrs C and Mr C’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 Mrs C and Mr C under Section 140A of the Consumer Credit Act 1974 (as a... (12 pages)View decision -
Decision Reference DRN-6044141
18 Feb 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-6044141 The complaint Mr and Mrs F complain about the way Intact Insurance UK Limited (‘Intact’) handled a claim they made on their home insurance policy. Mr F has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to an... (3 pages)View decision -
Decision Reference DRN-5959016
18 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5959016 The complaint Mr B complains that HSBC UK Bank Plc won’t refund the money he lost as the result of a scam. What happened Late in 2024 Mr B read an article about cryptocurrency trading and he registered an interest. The following month he received a phone call asking whether ... (5 pages)View decision -
Decision Reference DRN-5806890
18 Feb 2026 ManyPets Ltd Not upheldInsuranceDRN-5806890 The complaint Mrs H complains when she bought a lifetime pet insurance policy Many Pets Ltd said it wouldn’t take individual claims into account when calculating premiums but is now doing so. What happened Mrs H took out lifetime pet insurance through Many Pets in 2017 for h... (3 pages)View decision -
Decision Reference DRN-6163789
18 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6163789 The complaint Mr L’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (11 pages)View decision -
Decision Reference DRN-5926015
18 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5926015 The complaint R’s complaint is that Starling Bank Limited hasn’t reimbursed a transaction reported as fraudulent. What happened R was alerted to a payment of £3,951.25 when its accountant was auditing the books at the end of its first year of operation. This had previously g... (2 pages)View decision -
Decision Reference DRN-5912794
18 Feb 2026 ReAssure Life Limited Not upheldInsuranceDRN-5912794 The complaint Ms S and Mr T are unhappy they have received inaccurate information about the policy they hold with ReAssure Life Limited (ReAssure). What happened Ms S and Mr T took out a life insurance policy with Guardian Financial Services in 1991. The policy taken out was... (3 pages)View decision -
Decision Reference DRN-5989116
18 Feb 2026 Steadypay Limited UpheldConsumer CreditDRN-5989116 The complaint Mr B complains that Steadypay Limited approved two credit facilities for him which he could not afford to repay. Mr B also complains that Steadypay has treated him poorly including failing to apply reasonable adjustments due to his disabilities about which Ste... (2 pages)View decision -
Decision Reference DRN-6054982
18 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6054982 The complaint NewDay Ltd, trading as Debenhams, provided Miss B with a credit card in 2019. It had a credit limit of £500. Debenhams then increased the credit limit as follows: Credit Limit Increase (CLI) New Limit Effective date CLI one £1,500January 2020 CLI two £3,000Aug... (3 pages)View decision