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-5893151
23 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5893151 The complaint Mr F complains that a conditional sale agreement with Moneybarn No. 1 Limited, under which a car was supplied to him, was unaffordable and that it provided the credit to him irresponsibly. What happened A used car was supplied to Mr F under a conditional sale a... (3 pages)View decision -
Decision Reference DRN-6121561
23 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6121561 The complaint Mr M complains that NewDay Ltd lent to him irresponsibly. What happened Mr M held two credit cards with NewDay; he opened a “Marbles” branded account in October 2020 and was given an initial credit limit of £600. That limit was increased once, in November 2023... (4 pages)View decision -
Decision Reference DRN-6048847
23 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6048847 The complaint Mr K has complained TSB Bank plc is pursuing him for repayment of an overdraft which was the result of two transactions he didn’t make in December 2024. What happened Mr K noticed transactions he didn’t recognise on his TSB account and contacted TSB. TSB felt t... (2 pages)View decision -
Decision Reference DRN-5865090
23 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5865090 The complaint Mr L complains that Barclays Bank UK PLC trading as Tesco Bank registered a default marker on his credit file. What happened Mr L holds a credit card account with Tesco. In February 2024 the account fell into arrears. Tesco sent several letters to Mr L but rece... (2 pages)View decision -
Decision Reference DRN-6022672
23 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6022672 The complaint B complains Santander UK Plc caused it substantial losses and reputational damage when it blocked access to its account and stopped payments. What happened B has a business account with Santander. On 20 June 2025 B sent Santander a form asking it to update the ... (2 pages)View decision -
Decision Reference DRN-6153305
23 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6153305 The complaint Mr and Mrs D’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-5937330
23 Feb 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5937330 The complaint Mr T’s car was insured by Intact Insurance UK Limited. He says that when he called to report some damage to it he wasn’t told he was making a claim on the policy or that it would be recorded against him as a fault claim. What happened Mr T found that his car h... (3 pages)View decision -
Decision Reference DRN-6053686
23 Feb 2026 MSIG Europe SE UpheldInsuranceDRN-6053686 The complaint H has complained that MSIG Europe SE has turned down its claim for a stolen vehicle under its Motor Fleet insurance policy. Any reference to MSIG includes its agents and trading names. H is represented by Mr S. What happened A vehicle insured under the policy w... (3 pages)View decision -
Decision Reference DRN-5971635
23 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5971635 The complaint Mr G is unhappy that Starling Bank Limited (Starling) won’t reimburse money he lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat everything here. In summary, Mr G has advised he made two payments from his Starling ... (2 pages)View decision -
Decision Reference DRN-5849986
23 Feb 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5849986 The complaint Mrs H has complained that MBNA Limited is holding her liable for a credit card transfer that she says she did not authorise. What happened Mrs H says she fell victim to a scam after expressing an interest in an investment opportunity she saw advertised on the ... (3 pages)View decision