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-6104660
24 Feb 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6104660 The complaint Mr S complains about Motability Operations Limited’s (MO) decision to terminate his agreement and apply a sanction. 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 ... (2 pages)View decision -
Decision Reference DRN-6128835
24 Feb 2026 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-6128835 The complaint Mrs S and Mr T complain that Allied World Assurance Company (Europe) dac has unfairly declined a claim made for damage to their rental property. What happened Mrs S and Mr T notified their insurer of damage to their property at the end of April 2025. When the n... (4 pages)View decision -
Decision Reference DRN-5832781
24 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5832781 The complaint Mr B has complained Starling Bank Limited lodged a fraud-related marker on the industry database Cifas in his name. He wants the marker removed. What happened In February 2025, Starling received a fraud report from another bank about three payments made into M... (4 pages)View decision -
Decision Reference DRN-6124610
24 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6124610 The complaint Mr D is unhappy that Vanquis Bank Limited have cancelled multiple credit cards they have issued him, and this has now left him without a credit card he’s able to use. What happened The complaint circumstances are well known to both parties, so I don’t intend t... (4 pages)View decision -
Decision Reference DRN-6165028
24 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6165028 The complaint A company, which I’ll refer to as ‘S’, complains that Starling Bank Limited (‘Starling’) won’t reimburse it for a payment made by its director that resulted in the loss of funds to an authorised push payment (‘APP’) scam. Miss W, who is S’s director, brings th... (6 pages)View decision -
Decision Reference DRN-6055412
24 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6055412 The complaint Mr H has complained about how Revolut Ltd (Revolut) handled his request to chargeback a transaction. What happened In June 2025, Mr H made a payment of around £1,000 to a car rental business, the merchant, using his Revolut debit card. He said that the payment... (4 pages)View decision -
Decision Reference DRN-6112113
24 Feb 2026 Lloyds Bank PLC Not upheldMortgagesDRN-6112113 The complaint Mr P complains that Lloyds Bank PLC unfairly refused to release him from a mortgage he held jointly with his ex-wife. What happened In 2004 Mr P and his then wife took a mortgage with Lloyds for approximately £85,000 over a term of 23 years. They divorced in 2... (3 pages)View decision -
Decision Reference DRN-5908879
24 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5908879 The complaint Mr C 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 him under Section 140A of the Consumer Credit A... (11 pages)View decision -
Decision Reference DRN-5962715
24 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5962715 The complaint Mr W says Monzo Bank Ltd (Monzo), irresponsibly lent to him. He says that the limit of his overdraft was increased when there were clear signs that he was struggling financially. He says this was evidenced by persistent use of his overdraft without regular inco... (3 pages)View decision -
Decision Reference DRN-6121307
24 Feb 2026 ACI-UK LIMITED Not upheldConsumer CreditDRN-6121307 The complaint Miss A complains ACI-UK LIMITED: • Didn’t investigate that the loan was irresponsibly lent • Engaged in deceptive practices What happened As I understand it Miss A took out a loan with a company I’ll refer to as M for £1,475 in February 2020. The total amount r... (4 pages)View decision