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-5872578
9 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5872578 The complaint Ms M complains that Lloyds Bank PLC failed to follow her instructions when her fixed rate ISA matured. She’s also unhappy with Lloyds’ handling of her complaint. What happened Ms M’s ISA with Lloyds came to the end of its fixed term on 17 July 2024. In June 20... (3 pages)View decision -
Decision Reference DRN-6134074
9 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6134074 The complaint With the help of a professional representative (PR) Mr R complains that Moneybarn No.1 Limited trading as Moneybarn lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr R. What happened On 24 January 2019, Mr R ap... (5 pages)View decision -
Decision Reference DRN-5793222
9 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5793222 The complaint Miss C complains that Santander UK Plc (“Santander”) unfairly recorded a missed payment marker against her credit file. What happened Miss C missed a minimum payment deadline on her credit card account, held with Santander. The timeline of events is as follows... (4 pages)View decision -
Decision Reference DRN-5842856
9 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5842856 The complaint Mr R’s complaint is that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably when deciding against paying his claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and turning down his comp... (7 pages)View decision -
Decision Reference DRN-6137608
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6137608 The complaint Miss C and Miss C’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’) an... (7 pages)View decision -
Decision Reference DRN-6137592
9 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6137592 The complaint Mr K complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost as a result of a job scam. Mr K is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint ... (5 pages)View decision -
Decision Reference DRN-6103183
9 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6103183 The complaint Mr and Mrs H are unhappy that Aviva Insurance Limited haven’t fully settled a claim they made on their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on... (2 pages)View decision -
Decision Reference DRN-6005819
9 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6005819 The complaint Mr B says Zopa Bank Limited (Zopa) were unreasonable to default his finance agreement and seek to repossess a car he had been leasing with them. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief... (2 pages)View decision -
Decision Reference DRN-6001896
9 Feb 2026 Countrywide Principal Services Limited Not upheldMortgagesDRN-6001896 The complaint This complaint is about advice Mr A sought from Countrywide Principal Services Limited about raising funds to comply with a court order requiring him to buy out his ex-wife’s interest in the former matrimonial home. He says that delays and errors in the advice ... (2 pages)View decision -
Decision Reference DRN-6130980
9 Feb 2026 Savvy Loan Products Limited Not upheldConsumer CreditDRN-6130980 The complaint Mr S complains Savvy Loan Products Limited trading as Tick Tock Loans (“Tick Tock”) gave him a loan without carrying out sufficient affordability checks. Had better checks been made it would’ve seen his income fluctuated and so this loan was unaffordable. What... (3 pages)View decision