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 392389 results
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Decision Reference DRN-5447694
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5447694 The complaint Mr and Mrs B’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)... (13 pages)View decision -
Decision Reference DRN-5829816
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5829816 The complaint Mr M complains that Santander UK Plc, is refusing to refund the money he lost as the result of a scam. Mr M is represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The background of this complaint is we... (4 pages)View decision -
Decision Reference DRN-6154409
13 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6154409 The complaint Miss C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 197... (13 pages)View decision -
Decision Reference DRN-5743953
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5743953 The complaint Mr H complains that Monzo Bank Ltd won’t refund his money that he believes was lost to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything again here. Instead, I’ll ... (3 pages)View decision -
Decision Reference DRN-5904681
13 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5904681 The complaint Mrs C complains that Advantage Insurance Company Limited (Advantage) have unfairly handled a claim under her motor insurance policy. What happened The circumstances of this case are known to both parties, but in summary Mrs C has a motor insurance policy underw... (3 pages)View decision -
Decision Reference DRN-5854875
13 Feb 2026 ClearBank Limited UpheldBanking and PaymentsDRN-5854875 The complaint Mr B is a sole trader. He complains that ClearBank Limited won’t refund payments which he says he didn’t authorise, and that it has failed to provide him with adequate support as a vulnerable consumer. ClearBank Limited partners with Tide to provide accounts fo... (5 pages)View decision -
Decision Reference DRN-6055416
13 Feb 2026 PayrNet Limited UpheldBanking and PaymentsDRN-6055416 The complaint A company I’ll call S complains that PayrNet Limited (trading as ANNA) has declined to reimburse payments it says were unauthorised. Mr G is the director of S and has instructed a professional representative to bring this complaint on its behalf. What happened ... (3 pages)View decision -
Decision Reference DRN-6108285
13 Feb 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6108285 The complaint Mr W complains about his hire purchase agreement being terminated by Oodle Financial Services Limited (“Oodle”) and their unwillingness to agree a repayment plan with him. What happened Mr W entered into a hire purchase agreement with Oodle in April 2022 for th... (3 pages)View decision -
Decision Reference DRN-6152363
13 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-6152363 The complaint Mrs M complains about how a claim has been handled by U K Insurance Limited (UKI) on her buildings insurance policy. What happened The events of the complaint are well known to both parties so I won’t go into detail here. In summary, a claim was raised due to s... (5 pages)View decision -
Decision Reference DRN-4676214
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4676214 The complaint Mrs C and Mr C complain Shawbrook Bank Limited (“Shawbrook”) has failed to take responsibility for the mis-selling of a timeshare that it financed. Mrs C and Mr C are represented in their complaint by a professional representative (“PR”). What happened Mrs C an... (6 pages)View decision