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 130193 results
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Decision Reference DRN-6116973
13 Feb 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6116973 The complaint Mrs H complains about the quality of a vehicle that was supplied through a motor finance agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened In July 2024, Mrs H acquired a used car through a hire purchase agreement with SMF. The car was around 1... (4 pages)View decision -
Decision Reference DRN-6152644
13 Feb 2026 ReAssure Limited UpheldPensions and AnnuitiesDRN-6152644 The complaint Mr C complains that ReAssure Limited (‘ReAssure’) sent correspondence to his previous address, sent his Tax-Free Cash (‘TFC’) by cheque – which was not received – despite having his bank details and failed to deal with his concerns or arrange for a manager to s... (6 pages)View decision -
Decision Reference DRN-5783052
13 Feb 2026 Think Money Limited UpheldBanking and PaymentsDRN-5783052 The complaint Mrs J complains that Think Money Limited won’t refund payments she didn’t make or otherwise authorise. What happened In October 2024, Mrs J received a call from a scammer impersonating Think Money’s fraud department. They asked Mrs J if she’d set up a direct d... (3 pages)View decision -
Decision Reference DRN-6151825
13 Feb 2026 HSB Engineering Insurance Limited UpheldInsuranceDRN-6151825 The complaint Mr and Mrs P complain about how HSB Engineering Insurance has handled their claim on their LABC building warranty policy. What happened Mr and Mrs P bought a new home that’s covered by a ten-year building warranty policy. The insurance is underwritten by HSB, ... (6 pages)View decision -
Decision Reference DRN-4560549
13 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-4560549 The complaint Mr and Mrs S’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 (2)... (19 pages)View decision -
Decision Reference DRN-5875923
13 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5875923 The complaint Miss P complains Lloyds Bank Plc acted unfairly by not refunding a payment she made using her debit card. What happened In September 2022, Miss P purchased an item from a company I’ll refer to as A. She paid £1,209 using her Lloyds debit card. Miss P says the ... (4 pages)View decision -
Decision Reference DRN-6146239
13 Feb 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-6146239 The complaint Ms M complains that Inclusive Finance Limited trading as Creditspring was irresponsible in its lending to her. She wants all fees paid refunded and any adverse information recorded on her credit file removed. Ms M also wants compensation for the distress and in... (6 pages)View decision -
Decision Reference DRN-6042098
13 Feb 2026 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-6042098 The complaint Mr and Mrs M complain about The National Farmers' Union Mutual Insurance Society Limited’s (‘NFU’s) handling of their legal expenses claim. Any reference to NFU includes the actions of its agents. What happened Mr and Mrs M made a claim on their legal ex... (4 pages)View decision -
Decision Reference DRN-6152753
13 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6152753 The complaint NewDay Ltd trading as Aqua (‘NewDay’) provided Mr M with a credit card in November 2019 with a limit of £900. Subsequently there was an increase to the credit limit on 24 July 2020 to £1,650 and on 28 December 2020 to £2,900. Mr M says NewDay failed to lend rea... (2 pages)View decision -
Decision Reference DRN-6003827
13 Feb 2026 XPAT Limited UpheldPensions and AnnuitiesDRN-6003827 The complaint Mr J complains about various aspects of the service he received from XPAT Limited trading as PX Pension Exchange (XPAT) when transferring his UK pension funds to Australia. What happened Our investigator set out the background to this complaint in his letter of... (11 pages)View decision