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-5859692
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5859692 The complaint Mrs K complains that NewDay Ltd trading as Debenhams registered a default on her credit file. What happened Mrs K opened a credit card account with Debenhams in April 2018. On 15 December 2020 NewDay sent Mrs K a statement showing a balance of £809.42 and reque... (2 pages)View decision -
Decision Reference DRN-6109065
2 Feb 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6109065 The complaint Mr N complains that a car that was supplied to him under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. Mr N’s son is also involved with his complaint. What happened A used car was supplied to Mr N under a hire pu... (3 pages)View decision -
Decision Reference DRN-5966947
2 Feb 2026 Acromas Insurance Company Limited Not upheldInsuranceDRN-5966947 The complaint Mr P complains Acromas Insurance Company Limited (Acromas) unfairly settled a claim on his motor insurance policy. Acromas are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Acromas have ac... (3 pages)View decision -
Decision Reference DRN-5952121
2 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5952121 The complaint Mr P complains that Monzo Bank Ltd won’t refund the money he lost to a recovery scam. What happened There is limited information on the events, and the following is Mr P’s account: • He’d been scammed several times before and, after making payments through an... (5 pages)View decision -
Decision Reference DRN-5804074
2 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5804074 The complaint Mrs I’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (12 pages)View decision -
Decision Reference DRN-5817016
2 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-5817016 The complaint Miss S is complaining about the service Aviva Insurance Limited provided when she asked for assistance through her home emergency policy. She says she’s significantly out of pocket as a result of Aviva’s actions. What happened In November 2024 Miss S contacted ... (3 pages)View decision -
Decision Reference DRN-5887174
2 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5887174 The complaint Mr M has complained that Starling Bank Limited won’t refund the money he spent buying goods. He explained the goods didn’t arrive, and says he was scammed. What happened In summary, in 2025 Mr M saw some goods advertised on a social media marketplace. He messag... (4 pages)View decision -
Decision Reference DRN-6122794
2 Feb 2026 Bank of Scotland Plc UpheldMortgagesDRN-6122794 The complaint Mr and Mrs T complain that Bank of Scotland plc trading as Halifax made errors when they remortgaged with another lender. After they’d remortgaged Halifax said they still owed about £2,000. Mr and Mrs T ask that Halifax admits wrongdoing and writes off the shor... (4 pages)View decision -
Decision Reference DRN-6095404
2 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6095404 The complaint Mr L has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) mis-sold him a fee-paying Premier Reward Black account. Mr L says that he wasn’t eligible for Premier banking. Account history • Opened as a fee-free Current Account on 01 Oct... (3 pages)View decision -
Decision Reference DRN-5817765
2 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5817765 The complaint Mr A complains Wise Payments Limited (“Wise”) closed his accounts and did so without warning nor explanation. Mr A says Wise’s actions have caused him substantive distress and inconvenience. And, to put things right, Wise should reactivate his accounts. What ha... (2 pages)View decision