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-6134366
6 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6134366 The complaint Mr H argues EE Limited treated him unfairly by requiring him to continue to make payments towards a fixed sum loan agreement. This loan agreement was used to purchase a device. What happened On 7 March 2025 Mr H entered a fixed sum loan agreement to purchase a... (3 pages)View decision -
Decision Reference DRN-4782557
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4782557 The complaint Mr and Mrs 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’) and (2)... (2 pages)View decision -
Decision Reference DRN-5938135
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5938135 The complaint Ms A complains about problems she experienced when trying to open a Revolut Ltd account. What happened Ms A says she tried to open an account in the name of a business she owns. She says an account was opened in her personal name and a card was sent to her with... (2 pages)View decision -
Decision Reference DRN-6062893
6 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6062893 The complaint Miss S complains National Westminster Bank Plc (NatWest) failed to carry out thorough enough financial checks before it approved a loan for her. What happened Miss S says NatWest approved a loan of £1,650 for her in June 2021 at a time her income was erratic du... (3 pages)View decision -
Decision Reference DRN-5904643
6 Feb 2026 HDI Global Specialty SE Not upheldInsuranceDRN-5904643 The complaint K, a limited company, complains about what HDI Global Specialty SE did after it claimed on its business protection insurance policy. K is represented by one of its directors, Mr P. What happened In December 2021 K contacted HDI seeking assistance from its polic... (4 pages)View decision -
Decision Reference DRN-5794100
6 Feb 2026 ManyPets Ltd Not upheldInsuranceDRN-5794100 The complaint Ms K complains that, when she bought a lifetime pet insurance policy through ManyPets Ltd, she was told claims wouldn’t affect her premium, but this was later changed and she wasn’t told about this. What happened Ms K took out a policy through ManyPets in 2020... (4 pages)View decision -
Decision Reference DRN-6000305
6 Feb 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6000305 The complaint Mrs M complains that a vehicle supplied to her under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Seat Financial Services is of unsatisfactory quality. Mrs M also raised that she felt the agreement was misrepresented due ... (4 pages)View decision -
Decision Reference DRN-5775493
6 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5775493 The complaint Mrs S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (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... (17 pages)View decision -
Decision Reference DRN-6112587
6 Feb 2026 National House-Building Council UpheldInsuranceDRN-6112587 The complaint Mr and Mrs S have complained about National House-Building Council, which provides their property’s building warranty, because it declined their claim for a damaged drainpipe, on the basis of cost of work, causing them to have to pursue a claim under their home... (3 pages)View decision -
Decision Reference DRN-6132539
6 Feb 2026 Aviva Equity Release UK Limited Not upheldMortgagesDRN-6132539 The complaint Mr and Mrs F complain that Aviva Equity Release UK Limited wouldn’t allow them to draw on the cash reserve facility which should have been in place on their lifetime mortgage. What happened In 2023 Mr and Mrs F took out a lifetime mortgage with Aviva. They bor... (3 pages)View decision