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-6172846
23 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6172846 The complaint Mr V and Miss 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 ... (12 pages)View decision -
Decision Reference DRN-5910563
23 Feb 2026 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5910563 The complaint Mr P complains that Capital One (Europe) plc recorded missed payments on his credit file when he was in a payment plan. What happened Mr P says that he entered into payment plans with Capital One in August 2024 to pay off outstanding credit card balances on hi... (3 pages)View decision -
Decision Reference DRN-6172811
23 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6172811 The complaint Mr and Mrs G’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 ... (4 pages)View decision -
Decision Reference DRN-6015430
23 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6015430 The complaint Mr T has complained Nationwide Building Society won’t refund him for a transaction made using Apple Pay he didn’t authorise. What happened In August 2025 Mr T was overseas with his wife. He went to buy a couple of drinks from a street vendor. He was introduced ... (3 pages)View decision -
Decision Reference DRN-6115321
23 Feb 2026 Zurich Assurance Ltd UpheldInsuranceDRN-6115321 The complaint Mr L complains that Zurich Assurance Ltd declined a claim under an income protection policy. What happened Mr L holds income protection cover through his employer. The policy pays a benefit if Mr L is unable to work due to an illness or injury, and the deferre... (7 pages)View decision -
Decision Reference DRN-6172184
23 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6172184 The complaint Miss R complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision.... (4 pages)View decision -
Decision Reference DRN-6029247
23 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6029247 The complaint Mr D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (‘Novuna’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as ... (5 pages)View decision -
Decision Reference DRN-6153539
23 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6153539 The complaint Ms W complains that HSBC UK Bank Plc did not adequately protect her personal data, which caused her relentless and intense emotional distress and severely affected her health and well-being. What happened Ms W holds a bank account with HSBC. She asked HSBC not... (2 pages)View decision -
Decision Reference DRN-6169733
23 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6169733 The complaint Mr A complained that AXA Insurance UK Plc (“AXA”) unfairly declined his claim for storm damage to a retaining boundary wall, under his home buildings insurance policy. What happened Mr A said that in late 2023 a retaining boundary wall on his property began to... (5 pages)View decision -
Decision Reference DRN-6167420
23 Feb 2026 FirstRand Bank Limited Not upheldConsumer CreditDRN-6167420 The complaint Mrs W complains that FirstRand Bank Limited trading as Motonovo Finance (MF) treated her unfairly with regard to payments due under a hire purchase agreement, which she entered into for the supply of a car. What happened The circumstances of this complaint are ... (5 pages)View decision