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-5932252
23 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC Not upheldConsumer CreditDRN-5932252 The complaint Ms C complains that Marks & Spencer Financial Services plc trading as M&S Bank (M&S) irresponsibly provided her with two loans. What happened M&S provided Ms C with two loans, as follows: Date Loan amount Period Monthly repayment June 2022 £6,... (3 pages)View decision -
Decision Reference DRN-5974941
23 Feb 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5974941 The complaint Ms W complains that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined her burglary insurance claim. What happened Ms W held a home insurance policy with Accredited. She raised a claim following a burglary at her home in July 2024 and said the ... (3 pages)View decision -
Decision Reference DRN-6061160
23 Feb 2026 East End Fair Finance Limited UpheldConsumer CreditDRN-6061160 The complaint Around April 2025, East End Fair Finance Limited trading as Fair Finance (Fair Finance) provided Mrs C with a loan of £600. It was a Fixed Sum loan agreement that had an APR rate of 320%, with interest and charges the total amount repayable was £990.90, repayab... (2 pages)View decision -
Decision Reference DRN-6092506
23 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6092506 The complaint Ms B complains about how Zurich Insurance Company Ltd (‘Zurich’) handled a claim she made on her home insurance policy for water ingress. What happened Ms B raised a claim in March 2025 after noticing the return of black mould on her bedroom ceiling which she ... (4 pages)View decision -
Decision Reference DRN-6055234
23 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6055234 The complaint Miss A complains about how Aviva Insurance Limited (“Aviva”) handled a claim under her motor insurance policy. When I mention Aviva I also mean its approved repairers and suppliers. What happened Miss A had a motor insurance policy with Aviva covering her car. ... (3 pages)View decision -
Decision Reference DRN-5987839
23 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5987839 The complaint Mr C complains that HSBC UK Bank plc (HSBC) irresponsibly provided him with a credit card. What happened HSBC provided Mr C with a credit card in June 2023 with a credit limit of £4,000. He was also the beneficiary of a promotional rate of 0% on balance transf... (3 pages)View decision -
Decision Reference DRN-6059280
23 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6059280 The complaint OAKBROOK FINANCE LIMITED trading as Likely Loans (‘Oakbrook’) provided Mr S with a loan in September 2021. The loan was for £8,900 and was due to be repaid in 60 monthly instalments of around £227. Mr S says the credit was provided irresponsibly. What happene... (2 pages)View decision -
Decision Reference DRN-6172890
23 Feb 2026 Everyday Lending Limited Not upheldConsumer CreditDRN-6172890 The complaint Mrs C complains that Everyday Lending Limited trading as Evlo (Evlo) irresponsibly provided her with a loan. What happened Evlo provided Mrs C with a loan, as follows: Date Loan amount Period Monthly repayment November 2024 £10,000 60 months £473.07 In summ... (4 pages)View decision -
Decision Reference DRN-6172914
23 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6172914 The complaint Mr E has complained that HSBC UK Bank Plc won’t refund money he says he lost to a scam. What happened In February 2024 Mr E installed a dating app and received a notification from someone (the scammer) who liked his profile. He scrolled through the scammer’s p... (3 pages)View decision -
Decision Reference DRN-5732861
23 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5732861 The complaint Mr G complains Advantage Insurance Company Limited wouldn’t extend the period of cancellation on his motor insurance policy after it found out he had a motoring conviction on his record. Mr G was represented by a relative when he referred his complaint to this... (3 pages)View decision