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 393318 results
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Decision Reference DRN-6144493
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6144493 The complaint Mr and Mrs A’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)... (7 pages)View decision -
Decision Reference DRN-6144427
11 Feb 2026 EE Limited UpheldConsumer CreditDRN-6144427 The complaint Mr S argues EE Limited treated him unfairly by requiring him to continue to make payments towards a fixed sum loan agreement to purchase a device. What happened On 9 December 2024 Mr S entered a fixed sum loan agreement with EE to purchase a mobile phone devic... (4 pages)View decision -
Decision Reference DRN-5824770
11 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5824770 The complaint Miss K complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss K fell victim to a job scam which involv... (4 pages)View decision -
Decision Reference DRN-5794041
11 Feb 2026 National House-Building Council Not upheldInsuranceDRN-5794041 The complaint Mr and Mrs G complain that National House-Building Council (NHBC) has unfairly declined their building warranty claim. What happened Mr and Mrs G bought a new-build property that’s covered by a ten-year building warranty policy. The cover started in 2018. In ... (2 pages)View decision -
Decision Reference DRN-6144452
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6144452 The complaint Mrs K complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner 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 ... (9 pages)View decision -
Decision Reference DRN-5807324
11 Feb 2026 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5807324 Complaint Ms C has complained that Home Retail Group Card Services Limited (trading as “Argos Card”) irresponsibly provided her with a store card and credit limit increases. She’s said the credit was unaffordable for her and resulted in her experiencing ongoing difficulties.... (5 pages)View decision -
Decision Reference DRN-5652167
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5652167 The complaint Mrs and Mr M’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-6109300
11 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6109300 The complaint Miss C complains Advantage Insurance Company Limited (Advantage) unfairly cancelled her car insurance policy. What happened Miss C had a car insurance policy with Advantage which started in October 2024. The terms of the policy required her to have a telematic... (2 pages)View decision -
Decision Reference DRN-5942082
11 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5942082 Complaint Mr B is unhappy with the compensation that Bank of Scotland plc (trading as “Halifax”) paid after it agreed that it unfairly provided him with an overdraft. Background In November 2011, Halifax provided Mr B with an overdraft on his current account. From what I’ve... (4 pages)View decision -
Decision Reference DRN-6143615
11 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6143615 The complaint Mr A complains that Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) won’t refund the money he lost after falling victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll... (3 pages)View decision