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-6140503
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6140503 The complaint Miss P and Mr Y’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... (12 pages)View decision -
Decision Reference DRN-6142008
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6142008 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)... (14 pages)View decision -
Decision Reference DRN-6023087
10 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6023087 The complaint Mr P is unhappy with the guidance provided by Vanquis Bank Limited (Vanquis) when he attempted to transfer funds into his Cash ISA. He is also unhappy with the customer service provided. What happened Shortly before the end of the 2024-2025 tax year, Mr P attem... (3 pages)View decision -
Decision Reference DRN-5773102
10 Feb 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5773102 The complaint Miss T complains that Link Financial Outsourcing Limited trading as Link Financial (Link) have treated her unfairly when dealing with her account and have been harassing her. What happened Miss T’s complaint centres around a credit card account that she had wit... (3 pages)View decision -
Decision Reference DRN-5878101
10 Feb 2026 Acromas Insurance Company Limited Not upheldInsuranceDRN-5878101 The complaint Mr M complains that Acromas Insurance Company Limited (Acromas) unfairly increased his motor insurance premium following a change to his cover. What happened The circumstances of this case are known to both parties, but in summary Mr M arranged a motor insuranc... (2 pages)View decision -
Decision Reference DRN-6017737
10 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6017737 The complaint Mr M complains about the response of Zurich Insurance Company Ltd (‘Zurich’) to his commercial property insurance claim. Zurich have accepted responsibility for the actions of agents acting on their behalf. Therefore, in this decision, any reference to Zurich s... (3 pages)View decision -
Decision Reference DRN-5749760
10 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5749760 The complaint Mr A complains that Revolut Ltd has declined to refund a disputed transaction that was made from his account. What happened On 27 March 2025, when travelling in a taxi overseas, Mr A says he was manipulated into authorising a payment far greater than the actual... (2 pages)View decision -
Decision Reference DRN-6049491
10 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6049491 The complaint Mrs C complains about end of contract charges when she returned her car at the end of a hire purchase agreement provided by CA Auto Finance UK Ltd (“CA Auto”). What happened In December 2021, Mrs C acquired a used car using a hire purchase agreement with CA Au... (3 pages)View decision -
Decision Reference DRN-5926097
10 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5926097 The complaint Mrs B complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly removed a discount on her motor insurance policy. What happened Mrs B took out a motor insurance policy with Admiral which required her to have a telematics device activated on her car wi... (3 pages)View decision -
Decision Reference DRN-6091215
10 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6091215 The complaint Mr C complains that Barclays Bank UK PLC (Barclays), reduced his credit limit on his credit card and would not reinstate it for him. When I refer to what Mr C and/or Barclays said or did, it should also be taken to include things said or done on their behalf. ... (3 pages)View decision