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-6127563
23 Feb 2026 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-6127563 Complaint Mr R has complained about a loan Brent Shrine Credit Union Limited trading as My Community Bank (“MCB”) provided to him. He says that loan was unaffordable from the outset and placed him under significant and ongoing pressure. Background MCB provided Mr R with a l... (3 pages)View decision -
Decision Reference DRN-5854617
23 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5854617 Complaint Ms C has complained that HSBC UK Bank Plc (“HSBC”) irresponsibly provided a credit card to her. She says that this was irresponsible and resulted in ongoing difficulty. Ms C is being assisted in her complaint by her daughter. Nonetheless, for ease of reference, I’... (5 pages)View decision -
Decision Reference DRN-5813514
22 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5813514 THE COMPLAINT Mr B complains that Monzo Bank Ltd (“Monzo”) loaded a Cifas marker against him. Mr B would like this removed. Mr B is represented by his mother in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease of reading. WHAT... (3 pages)View decision -
Decision Reference DRN-6030649
22 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6030649 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (CAAF) was not of satisfactory quality. When I refer to what Mr P has said and what CAAF have said, it should also be taken to include things said on their b... (7 pages)View decision -
Decision Reference DRN-6032696
22 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6032696 The complaint Mr and Mrs P’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-6171104
22 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6171104 The complaint Mr and Mrs R’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)... (10 pages)View decision -
Decision Reference DRN-6063710
22 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6063710 The complaint Mr and Mrs N complain that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined a claim for storm damage to their garage roof, under their home buildings insurance policy. I’ll refer to Mr N for ease. What happened Mr N said his garage roof was da... (3 pages)View decision -
Decision Reference DRN-5883317
22 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5883317 The complaint Mr and Mrs L complained that Aviva Insurance Limited (“Aviva”) unfairly declined their claim for storm damage to their roof, under their home buildings insurance policy. I’ll refer to Mr L in my decision for ease. What happened Mr L said his roof was damaged du... (3 pages)View decision -
Decision Reference DRN-6073579
22 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6073579 The complaint Mr and Mrs R’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)... (10 pages)View decision -
Decision Reference DRN-5892430
22 Feb 2026 esure Insurance Limited Not upheldInsuranceDRN-5892430 The complaint Mrs R complained that esure Insurance Limited (“esure”) unfairly declined her claim for storm damaged render under her home buildings insurance policy. Mrs R is represented by Mr P. What happened Mr P contacted esure in March 2025 to make a claim on behalf of M... (3 pages)View decision