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-6127500
9 Feb 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6127500 Complaint Mrs M has complained about a credit card MBNA Limited (“MBNA”) provided to her. She says she shouldn’t have been provided with a credit card that had such a high credit limit given her income and existing debts. Background MBNA provided Mrs M with a credit card wi... (3 pages)View decision -
Decision Reference DRN-5910471
8 Feb 2026 Shire Securities Limited Not upheldBanking and PaymentsDRN-5910471 The complaint J, a limited company, complains about how it was treated by Shire Securities Limited in relation to three loans it holds with them. J is represented in bringing this complaint to us by its directors, Miss S and Mr J. What happened J borrowed different amounts f... (3 pages)View decision -
Decision Reference DRN-6072480
8 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6072480 The complaint Mr E is unhappy with how the return of a car at the end of a personal contract purchase agreement was dealt with by CA Auto Finance UK Ltd (CAAF). When I refer to what Mr E has said and what CAAF have said, it should also be taken to include things said on the... (4 pages)View decision -
Decision Reference DRN-6015998
8 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6015998 The complaint Mr and Mrs S have complained about the way Liverpool Victoria Insurance Company Limited (“LV”) handled their subsidence claim. What happened In 2018, Mr and Mrs S made a claim to their insurer, LV, after finding evidence of structural damage to their home. LV a... (5 pages)View decision -
Decision Reference DRN-5564183
8 Feb 2026 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5564183 The complaint Mr B complains about Aviva Life & Pensions UK Limited (Aviva). He’s unhappy Aviva wouldn’t agree to monitor his pension and notify him when it reached a certain value. What happened here. I’ll summarise what happened, including the main arguments, and focu... (4 pages)View decision -
Decision Reference DRN-5931248
6 Feb 2026 LGC PROTECT LTD UpheldInsuranceDRN-5931248 The complaint Mrs H brings this complaint on behalf of the estate of her late husband, Mr H. She complains that LGC Protect Ltd (‘LGC’) unfairly pressured herself and Mr H into taking out new life assurance policies without properly recording their medical disclosures. Conse... (7 pages)View decision -
Decision Reference DRN-5959263
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5959263 The complaint R, a limited company, complains Santander UK Plc gave notice in July 2025 that it planned to migrate R’s account, which is free from fees, to an account which incurs a monthly fee in October 2025. R says this is unfair as, when it opened the account, it was pro... (4 pages)View decision -
Decision Reference DRN-6117304
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6117304 The complaint Mr and Mrs W’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)... (11 pages)View decision -
Decision Reference DRN-6022430
6 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6022430 The complaint Mr C is unhappy that Vanquis Bank Limited restricted his credit card account when he tried to make a payment to the account using a different debit card which he hadn’t used before. What happened In July 2024, Mr C tried to make a payment to his Vanquis credit ... (3 pages)View decision -
Decision Reference DRN-6136630
6 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6136630 The complaint Mrs F’s complaint is, in essence, that Clydesdale Financial Services Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) ... (11 pages)View decision