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-6000336
23 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6000336 The complaint Barclays Bank UK PLC provided Mr P with a credit card in 2019. It had a credit limit of £1,200. Mr P says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. The facts... (2 pages)View decision -
Decision Reference DRN-6153653
23 Feb 2026 Santander UK Plc Not upheldMortgagesDRN-6153653 The complaint This complaint is about an interest-only mortgage Miss H holds with Santander UK Plc. The gist of the complaint is about Santander’s actions to seek repayment of the mortgage, which expired in March 2023. It’s a joint mortgage, but Miss H has brought the compla... (4 pages)View decision -
Decision Reference DRN-5871137
23 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5871137 The complaint Mr and Mrs P complained that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined their claim for damage caused by rodents, under their home buildings insurance policy. I’ll refer to Mr P for ease. What happened Mr P said he made a claim to LV ... (2 pages)View decision -
Decision Reference DRN-6157621
23 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6157621 The complaint Mr S, who is represented by his sister, complains that CREATION CONSUMER FINANCE LIMITED (Creation) refused to let him reject a sofa. Given Mr S is the eligible complainant I will refer to him solely throughout this decision and in doing so no disrespect is int... (3 pages)View decision -
Decision Reference DRN-6050640
23 Feb 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6050640 The complaint The complaint MBNA Limited provided Ms B with a credit card in 2019, with a credit limit of £4,400. Ms B says the credit was provided irresponsibly. What happened MBNA reviewed Ms B’s complaint and upheld it. It agreed with Ms B that it shouldn’t have provided ... (2 pages)View decision -
Decision Reference DRN-6106756
23 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6106756 The complaint Mr B complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) 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 amended) (the ‘CCA’) and (2) deci... (11 pages)View decision -
Decision Reference DRN-6130751
23 Feb 2026 Furness Building Society UpheldMortgagesDRN-6130751 The complaint This complaint is about a mortgage Miss N holds with Furness Building Society to fund a new-build project. There are several strands to the complaint, most of which arise from difficulties Miss N has experienced in her dealings with Furness as the project start... (3 pages)View decision -
Decision Reference DRN-6164426
23 Feb 2026 Top 100 Limited Not upheldInsuranceDRN-6164426 The complaint Mr S complains that Top 100 Limited mis-sold a SMART Insurance policy. What happened In November 2022 Top 100 sold Mr S a SMART policy when also selling him a car. The policy provided cover to repair minor dents and scratches to the car. In August 2025 the SMAR... (2 pages)View decision -
Decision Reference DRN-5805088
23 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5805088 The complaint Mrs N and Mr N complain about U K Insurance Limited’s handling of a claim under a home insurance policy. Mrs N and Mr N are joint policyholders, but most of the communication regarding the claim and complaint has been from Mrs N. So I’ll refer mainly to Mrs N i... (3 pages)View decision -
Decision Reference DRN-6155827
23 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6155827 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard rejected his claim under section 75 Consumer Credit Act 1974 (s.75). What happened Mr C engaged a builder to carry out work on his house for an agreed sum of £29,000. He has explained that the cont... (2 pages)View decision