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 401363 results
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Decision Reference DRN-6279368
9 Apr 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6279368 The complaint Mr and Mrs R say their creditor-debtor relationship with Shawbrook Bank Limited (‘Shawbrook’) was unfair to them under section 140A of the Consumer Credit Act 1974 (‘CCA’). What happened In March 2016, Mr and Mrs R purchased membership of a timeshare called ‘14... (7 pages)View decision -
Decision Reference DRN-6252435
9 Apr 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6252435 The complaint Mr and Mrs W have complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined the critical illness claim they made after Mr W suffered a cardiac episode. What happened In spring 2025, Mr W suffered cardiac issues at work. Paramedi... (2 pages)View decision -
Decision Reference DRN-6280143
9 Apr 2026 Tesco Underwriting Limited UpheldInsuranceDRN-6280143 The complaint Miss M complains that Tesco Underwriting Limited (Tesco) unfairly handled the renewal of her motor insurance policy. What happened I previously issued my provisional decision on this case, which was as follows: The circumstances of this case are known to both p... (5 pages)View decision -
Decision Reference DRN-6272757
9 Apr 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6272757 The complaint Mr T complains that Zopa Bank Limited lent irresponsibly when it approved a loan application he made. What happened Mr T applied for a Zopa loan of £5,500 in May 2025. Mr T said he had an annual income of £40,000 and Zopa used a service provided by a credit re... (3 pages)View decision -
Decision Reference DRN-6279967
9 Apr 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6279967 The complaint Mr K and Mrs L’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ... (9 pages)View decision -
Decision Reference DRN-6270676
9 Apr 2026 Loans 2 Go Limited UpheldConsumer CreditDRN-6270676 The complaint Mr C complains that Loans 2 Go Limited trading as Loans 2 Go (L2G) lent irresponsibly when it approved his loan application. What happened Mr C applied for a loan of £250 in July 2025. In his application, Mr C said he was renting his home at £250 a month and e... (3 pages)View decision -
Decision Reference DRN-6221854
9 Apr 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6221854 The complaint Mr A and Mrs A complain that Bank of Scotland plc trading as Halifax are pursuing them for a loan that they say wasn’t taken out by them. They want Halifax to clear the loan, interest and charges. Mr A has mainly corresponded with our service so, for ease, I’l... (2 pages)View decision -
Decision Reference DRN-6125418
9 Apr 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6125418 The complaint Mr M and Mrs M complain about Tesco Underwriting Limited (“TUL”) and the decision to cancel their home insurance policy back to its inception, following the claim they made. Mrs M has acted as the main representative during the claim and complaint process. So, ... (4 pages)View decision -
Decision Reference DRN-6262845
9 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6262845 The complaint Miss M complains about how Lloyds Bank plc (Lloyds) treated her in relation to her credit card account when she found herself in persistent debt. What happened Miss M was originally provided with a credit card with a limit of £7,000 in January 2014. That limi... (3 pages)View decision -
Decision Reference DRN-6248168
9 Apr 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6248168 The complaint Mr G is unhappy that Motability Operations Limited (who I’ll call Motability) have insisted any car he leases through them is fitted with a tracker. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a b... (2 pages)View decision