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
-
Decision Reference DRN-6093284
9 Feb 2026 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-6093284 The complaint Mr and Mrs P are unhappy with what ARAG Legal Expenses Insurance Company Limited did following a claim on their landlord legal protection insurance policy. Although the policy is in joint names, as the claim and complaint has been brought by Mr P, I’ll mainly r... (3 pages)View decision -
Decision Reference DRN-6109927
9 Feb 2026 Elfin Market Ltd Not upheldBanking and PaymentsDRN-6109927 The complaint Mr L complains that Elfin Market Ltd provided poor customer service when he complained about a technical issue with its app. What happened Mr L says he was unable to make a payment via the Elfin app and raised a complaint on 28 May 2025 via email. He says that... (2 pages)View decision -
Decision Reference DRN-5953852
9 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5953852 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 Cred... (12 pages)View decision -
Decision Reference DRN-6127443
9 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6127443 The complaint Mr S is unhappy that American Express Services Europe Limited (“AmEx”) closed his account. What happened Mr S raised a complaint with AmEx because he was unhappy that they had closed his account, which he felt AmEx had done without giving him any advance notice... (3 pages)View decision -
Decision Reference DRN-6121149
9 Feb 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6121149 The complaint Mr F complains that the car he acquired through MotoNovo Finance Limited wasn’t of satisfactory quality. He wants to return the car and have the credit agreement cancelled and his payments refunded. What happened Mr F entered into a hire purchase agreement in M... (5 pages)View decision -
Decision Reference DRN-6138225
9 Feb 2026 HDI Global Specialty SE Not upheldInsuranceDRN-6138225 The complaint Mr and Mrs S have complained about the way their claim under their home insurance policy has been handled by HDI Global Speciality SE and what it has paid in settlement of it. Any reference to HDI Global includes its agents. What happened The background to th... (8 pages)View decision -
Decision Reference DRN-6140268
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6140268 The complaint Mr and Mrs G’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)... (10 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-5910536
9 Feb 2026 Shire Leasing Plc Not upheldBanking and PaymentsDRN-5910536 The complaint J, a limited company, complains Shire Leasing Plc mis-sold it a loan. J is represented in bringing this complaint to us by its directors, Miss S and Mr J. What happened J borrowed from Shire Leasing in June 2024, alongside a number of other loans from a subsidi... (3 pages)View decision