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-5922569
5 Feb 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5922569 The complaint Miss M is unhappy with the terms of a finance agreement provided by MotoNovo Finance Limited trading as MotoNovo Finance to acquire a car. What happened Around April 2021 Miss M entered into a Personal Contract Purchase (‘PCP’) agreement to acquire a used car,... (4 pages)View decision -
Decision Reference DRN-6021665
5 Feb 2026 Uinsure Limited UpheldInsuranceDRN-6021665 The complaint Mr S has complained that Uinsure Limited told him it had put his Landlord Insurance policy on hold when he cancelled the direct debit for the premium with his bank, despite the fact he had paid the premium in full at the outset. What happened Mr S’s policy was ... (3 pages)View decision -
Decision Reference DRN-6013403
5 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6013403 The complaint Mr R complains that Admiral Insurance (Gibraltar) Limited unfairly cancelled his motor insurance policy. What happened Mr R held a motor insurance policy with Admiral. That policy required data to be collected by a telematics device – a black box. Ultimately, A... (2 pages)View decision -
Decision Reference DRN-6002693
5 Feb 2026 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-6002693 The complaint The Royal Bank of Scotland Plc (RBS) provided Ms P with a loan in 2023. Ms P says the loan was provided irresponsibly. What happened RBS provided the loan for £10,000, with monthly repayments of around £130 required for 96 months. RBS didn’t agree they had le... (3 pages)View decision -
Decision Reference DRN-5837529
5 Feb 2026 EE Limited UpheldConsumer CreditDRN-5837529 The complaint Mr W has complained about how EE Limited has administered a credit agreement linked to his phone. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving ... (5 pages)View decision -
Decision Reference DRN-6005768
5 Feb 2026 Arval UK Limited Not upheldConsumer CreditDRN-6005768 The complaint Mr C says Arval UK Limited (‘Arval’) were unreasonable to pass on a Vehicle Excise Duty (VED) increase to him. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key event... (2 pages)View decision -
Decision Reference DRN-5895188
5 Feb 2026 Shire Securities Limited Not upheldBanking and PaymentsDRN-5895188 The complaint Mr J and Miss S complain Shire Securities Limited didn’t explain the consequences of them providing personal guarantees for a business they are directors of. What happened Following discussions with Mr J and Miss, S, Shire sent a loan agreement for a limited co... (3 pages)View decision -
Decision Reference DRN-6026526
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6026526 The complaint Ms O’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 ... (9 pages)View decision -
Decision Reference DRN-5992468
5 Feb 2026 Ageas Insurance Limited Not upheldInsuranceDRN-5992468 The complaint Mr D complains about how his insurer, Ageas Insurance Limited (Ageas), valued his vehicle as a total loss following an accident. Any reference to Ageas in this decision includes their agents. What happened In June 2025 Mr D was involved in an accident, involv... (3 pages)View decision -
Decision Reference DRN-6112049
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6112049 The complaint Mr and Mrs K say Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor- debtor relationship with Shawbrook was unfair to them under section 140A of the CCA. W... (9 pages)View decision