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-6129599
5 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6129599 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited handled a claim he made on his motor insurance policy and about the information it gave him about this claim. What happened Mr B held a motor insurance policy with Admiral. Following an incident wit... (3 pages)View decision -
Decision Reference DRN-6073140
5 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6073140 The complaint Mrs A’s complaint is, in essence, that Tandem Bank 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’) and (2) deciding a... (9 pages)View decision -
Decision Reference DRN-6107124
5 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6107124 The complaint Mrs B complained about the way Admiral Insurance (Gibraltar) Limited handled a claim she made on her motor insurance policy. What happened Mrs B was involved in an accident in March 2024 at a junction where she collided with a car coming from her right. She mad... (2 pages)View decision -
Decision Reference DRN-6131275
5 Feb 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6131275 The complaint Mrs B has complained that MotoNovo Finance Limited (MotoNovo) unfairly provided her with credit for a car. What happened In August 2019, Mrs B entered into a finance agreement with MotoNovo for the purchase of a car as shown below. She then settled the agreeme... (3 pages)View decision -
Decision Reference DRN-5895966
5 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5895966 The complaint Mrs B complains Barclays Bank UK PLC trading as Barclaycard unfairly terminated her credit card and reported a default on her credit file. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In sum... (3 pages)View decision -
Decision Reference DRN-6090317
5 Feb 2026 Telefonica UK Limited Not upheldConsumer CreditDRN-6090317 The complaint Mr L complained about the way Telefonica UK Limited trading as O2 (O2) administered a fixed sum loan agreement he had with it to buy a phone. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in... (3 pages)View decision -
Decision Reference DRN-6116484
5 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6116484 The complaint Mr W complains that the vehicle he acquired through CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. He wants to reject the vehicle and have the credit agreement cancelled, with no charge for the mileage that he’s driven. What happened Mr W en... (4 pages)View decision -
Decision Reference DRN-6063089
5 Feb 2026 Everyday Lending Limited Not upheldConsumer CreditDRN-6063089 The complaint Mr G complains Everyday Lending Limited trading as Evlo (Evlo) acted irresponsibly when it approved a consolidation loan for him. What happened Mr G says in July 2023 Evlo approved a loan for £10,000 specifically intended to clear certain external debts. Mr G s... (3 pages)View decision -
Decision Reference DRN-5255036
5 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5255036 The complaint Mr S is unhappy that Monzo have refused to refund transactions he said he didn’t authorise. What happened Mr S contacted Monzo to dispute two transactions of £17.80 made just under a month apart to a merchant I’ll refer to as ‘Z’. Monzo looked into the matter b... (4 pages)View decision -
Decision Reference DRN-6131146
5 Feb 2026 AXIS Specialty Europe SE Not upheldInsuranceDRN-6131146 The complaint Mr A complains about the way AXIS Specialty Europe SE (‘AXIS’) handled an escape of water claim he made on his property insurance policy. What happened Mr A notified AXIS of an escape of water claim at his property in November 2024. AXIS arranged a site visit ... (3 pages)View decision