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-5759271
10 Feb 2026 Gain Credit LLC UpheldConsumer CreditDRN-5759271 The complaint Mr B complains that Gain Credit LLC trading as Lending Stream lent to him once in January 2025 but he’s not been able to afford the repayments and better checks would have shown Lending Stream this. What happened On 30 January 2025, Mr B took one loan for £240 ... (4 pages)View decision -
Decision Reference DRN-5964133
10 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-5964133 The complaint Mrs B has complained about Metro Bank PLC’s (“Metro”) handling of a CHAPS payment made from her account. What happened Mrs B refinanced a very large loan. Mrs B arranged for the proceeds of the new loan to be paid into her Metro account on Friday 23 May 2025. O... (3 pages)View decision -
Decision Reference DRN-6003539
10 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6003539 The complaint Miss R is unhappy that a car supplied to her under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (‘MBFS’) was of an unsatisfactory quality. What happened In August 2024, Miss R was supplied with a used car through a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5925092
10 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-5925092 The complaint Mr H complains about NewDay Ltd’s handling of his Section 75 claim. What happened The background to this complaint is well known to both parties, so I won’t repeat it here at length. In summary, in November and December 2023, Mr H arranged and paid for repair ... (5 pages)View decision -
Decision Reference DRN-6143260
10 Feb 2026 Zurich Assurance Ltd UpheldInsuranceDRN-6143260 The complaint Mr H is unhappy that Zurich Assurance Limited declined a claim made for the total permanent disability benefit - own occupation - (‘the benefit’) made on his level protection plan (‘the policy’) and sought to remove the benefit under the policy retrospectively.... (7 pages)View decision -
Decision Reference DRN-5846702
10 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5846702 The complaint Mr S has complained that AXA Insurance UK Plc (“AXA”) hasn’t reimbursed him for work he had done on his property, following a claim made under his landlord insurance policy. What happened In October 2023, Mr S discovered a pipe was leaking at a property he rent... (3 pages)View decision -
Decision Reference DRN-5914845
10 Feb 2026 AmTrust Specialty Limited UpheldInsuranceDRN-5914845 The complaint X and Mr V complain about how AmTrust Speciality Limited (AmTrust) has said it will settle a claim made under their Premier Guarantee warranty for damage to their home. Any references to AmTrust include its agents. What happened X and Mr V made a claim for wa... (3 pages)View decision -
Decision Reference DRN-6143092
10 Feb 2026 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-6143092 The complaint Mr M’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (5 pages)View decision -
Decision Reference DRN-6092445
10 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6092445 The complaint Mr D has complained that Wise Payments Limited trading as Wise (“Wise”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam, so I will provide only a summary here. Mr D was contacted v... (3 pages)View decision -
Decision Reference DRN-6093729
10 Feb 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6093729 The complaint Ms K has complained J. P. Morgan Europe Limited, trading as Chase, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In January 2025 Chase contacted Ms K to query a payment of £1,300 she’d received the previous Octo... (3 pages)View decision