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-5893118
9 Feb 2026 Lendable Ltd UpheldConsumer CreditDRN-5893118 The complaint Miss B has complained that Lendable Ltd were irresponsible in providing her with three loans, between 2018 and 2024. What happened Lendable provided Miss B with the following loans: Loan amount Date Monthly repayments Term (months) Status Loan one £2,000August ... (3 pages)View decision -
Decision Reference DRN-6061991
9 Feb 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6061991 The complaint Mr A complains about a car supplied to him using a hire purchase agreement taken out with NIIB Group Limited trading as Northridge Finance (“Northridge”). What happened In February 2025, Mr A acquired a used car using a hire purchase agreement with Northridge.... (4 pages)View decision -
Decision Reference DRN-5833666
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5833666 The complaint Mr S complains that National Westminster Bank Public Limited Company (‘NatWest’) has declined to refund disputed transactions that were made from his account. What happened In March and April 2025, a number of ‘card not present’ transactions debited Mr S’ accou... (4 pages)View decision -
Decision Reference DRN-6104304
9 Feb 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6104304 The complaint Mrs A is unhappy with what Accredited Insurance (Europe) Ltd did after she made a claim on her legal expenses insurance policy. What happened In March 2025 Mrs A sought assistance from her legal expenses policy as she said her neighbour’s builder had caused dam... (3 pages)View decision -
Decision Reference DRN-5764231
9 Feb 2026 Monzo Bank Ltd UpheldConsumer CreditDRN-5764231 The complaint Mr L complains about several issues he says he’s experienced with Monzo Bank Ltd. What happened Mr L is unhappy with the level of service he’s been provided by Monzo; he considers Monzo to have ignored his communication preferences, for it to have little regar... (3 pages)View decision -
Decision Reference DRN-5919418
9 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5919418 The complaint Mr W complains that Lloyds Bank PLC won’t reimburse him after he made payments towards an investment that he now considers to have been a scam. Mr W is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions a... (5 pages)View decision -
Decision Reference DRN-6121463
9 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6121463 The complaint Miss I and Mr O complain that Aviva Insurance Limited (“Aviva”) has unfairly handled a claim made under their contents insurance policy. Any reference to Miss I, Mr O, or Aviva includes respective agents or representatives. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5813224
9 Feb 2026 East End Fair Finance Limited UpheldConsumer CreditDRN-5813224 The complaint Mr K complains East End Fair Finance Limited trading as Fair Finance (Fair Finance) approved him for multiple loans that were unaffordable. He says the credit put him in financial difficulties and contributed towards him entering into a Debt Management Plan. Wh... (5 pages)View decision -
Decision Reference DRN-6039900
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6039900 The complaint Mr C and Ms R complained about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) after they lost online access to their accounts and then learned that NatWest was closing their accounts. What happened Mr C and Ms R held two s... (3 pages)View decision -
Decision Reference DRN-5941063
9 Feb 2026 Lendable Ltd UpheldConsumer CreditDRN-5941063 The complaint Mr K has complained Lendable Ltd, trading as Autolend, continue to ask him to repay a personal loan which he never took out. What happened In early 2021 Mr K was looking into his options for student finance. He was contacted by someone who convinced him he was ... (2 pages)View decision