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-6145122
12 Feb 2026 Society of Lloyd's UpheldInsuranceDRN-6145122 The complaint Mr C complains about Society of Lloyd's (SOL) handling of his home insurance claim and its claim decision. SOL has been represented on the claim by its agents. All references to SOL include its agents. What happened Mr C had a home insurance policy with SO... (4 pages)View decision -
Decision Reference DRN-5882764
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5882764 The complaint Mr L complains about the information recorded on his credit file by HSBC UK Bank Plc. What happened Mr L held a credit card account with HSBC. In August 2024, HSBC emailed Mr L to let him know his direct debit instruction had been cancelled following instructio... (2 pages)View decision -
Decision Reference DRN-6081024
12 Feb 2026 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-6081024 The complaint X complains about what ARAG Legal Expenses Insurance Company Limited did after they made a claim on their legal expenses insurance policy. What happened In May 2024 X contacted ARAG seeking assistance from their policy with a claim against the freeholder of their ... (3 pages)View decision -
Decision Reference DRN-4661351
12 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-4661351 The complaint Mr and Mrs P’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)... (14 pages)View decision -
Decision Reference DRN-6006829
12 Feb 2026 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-6006829 The complaint Mr and Mrs C complain about the response of Lloyds Bank General Insurance Limited (‘Lloyds’) to a claim they made under their home insurance policy. Mr and Mrs C are professionally represented in this complaint. In my decision, I’ll only refer to Mr and Mrs C w... (4 pages)View decision -
Decision Reference DRN-6051528
12 Feb 2026 Zopa Bank Limited UpheldConsumer CreditDRN-6051528 The complaint Mrs B says Zopa Bank Limited irresponsibly lent to her. What happened Mrs B took out three loans from Zopa as set out below, all accounts are now closed. loandate value term in months monthly repayment 1 15/10/2021 £5,00024 £241.45 2 15/08/2022 £7,50028 £206.96... (4 pages)View decision -
Decision Reference DRN-6093903
12 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6093903 The complaint Mr E is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as BMW Financial Services (‘BMWFS’) was of an unsatisfactory quality. What happened In July 2024, Mr E was supplied with a new car throu... (3 pages)View decision -
Decision Reference DRN-6148960
12 Feb 2026 Lendable Ltd UpheldBanking and PaymentsDRN-6148960 The complaint Mx B complains that Lendable Ltd trading as Zable (“Zable”) has failed to help her recover money she paid for a hotel booking that she says was misrepresented to her. Mx B is also unhappy about the conduct of one of Zable’s staff members. I am partially uphold... (5 pages)View decision -
Decision Reference DRN-6148809
12 Feb 2026 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-6148809 The complaint Miss B complains that Zilch Technology Limited blocked her account and would not let her close it. Zilch says that was because there was an outstanding balance which Miss B needed to pay before the account could be closed. What happened Miss B had a Zilch card.... (3 pages)View decision -
Decision Reference DRN-5956214
12 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5956214 The complaint Mr and Mrs A complain Lloyds Bank Plc (“Lloyds”) won’t refund the money they lost to an investment scam. As this complaint is about payments made from Mr A’s sole account, for ease, I will only refer to him throughout. What happened The detailed background to t... (5 pages)View decision