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-6055751
9 Feb 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6055751 The complaint Mr K complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) unfairly defaulted his loan account. What happened Mr K says Tesco defaulted his loan account despite him agreeing a payment plan to pay off the arrears. Mr K says he received a notification from... (3 pages)View decision -
Decision Reference DRN-6114997
9 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6114997 The complaint Mr M complains that Barclays Bank UK PLC trading as Tesco Bank (Barclays) lent to him irresponsibly. What happened Mr M took out a credit card with Barclays, in September 2018. The credit limit given to Mr M was £3,200. There were no further limit increases, a... (4 pages)View decision -
Decision Reference DRN-6104015
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6104015 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)... (9 pages)View decision -
Decision Reference DRN-6138971
9 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6138971 The complaint Mrs R’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 her under Section 140A of the Consumer Credi... (18 pages)View decision -
Decision Reference DRN-5925990
9 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5925990 The complaint Mr C trading as H has complained that his motor trade insurer, Zurich Insurance Company Ltd (‘Zurich’), unfairly cancelled his policy. All references to Zurich include its agents. What happened Mr C took a motor trade policy out in September 2024 through a br... (3 pages)View decision -
Decision Reference DRN-6138201
9 Feb 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6138201 The complaint Mr and Mrs S complain Accredited Insurance (Europe) Ltd hasn’t handled a claim against their buildings insurance policy fairly. Mrs S is driving the complaint so for ease of reading I will refer to her throughout this decision. References to Accredited include... (8 pages)View decision -
Decision Reference DRN-5839392
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5839392 The complaint Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the CCA and (2) being party to an unfair credit relationship with her under Section 140A of t... (20 pages)View decision -
Decision Reference DRN-6117142
9 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6117142 The complaint Mrs O is unhappy that NewDay Ltd trading as Aqua allowed her to make transactions on a gambling website on a credit card they’d supplied to her. Mrs O has been represented during the claim and complaint process by Miss G. For ease of reference, I will refer t... (3 pages)View decision -
Decision Reference DRN-6137753
9 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6137753 The complaint Miss F and Mr H complain that when they claimed on their motor insurance policy Admiral Insurance (Gibraltar) Limited didn’t pay them enough for their written-off vehicle. What happened After Miss F and Mr H’s vehicle was badly damaged in a non-fault accident... (3 pages)View decision -
Decision Reference DRN-6138759
9 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6138759 The complaint Miss K complains Lloyds Bank PLC failed to resolve a problem she was having sending a payment to the United States causing her considerable distress and inconvenience. In addition, Lloyds Bank PLC provided her with poor customer service. What happened Miss K ha... (2 pages)View decision