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-5931464
13 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5931464 The complaint Mr W complains about the valuation placed on his vehicle by Advantage Insurance Company Limited (Advantage) when he made a claim on his motor insurance. What happened Mr W had motor insurance underwritten by Advantage. His car was involved in an accident and Ad... (4 pages)View decision -
Decision Reference DRN-6153357
13 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6153357 The complaint A charity I’ll call W complains that HSBC UK Bank PLC (HSBC) caused lengthy delays in opening its new account, after it registered as a Charitable Incorporated Organisation. W is represented by one of its trustees, Miss Z. What happened W opened an account with... (4 pages)View decision -
Decision Reference DRN-5998089
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5998089 The complaint Mr and Mrs F’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’), (2) de... (15 pages)View decision -
Decision Reference DRN-6147879
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6147879 The complaint Mr W, trading as N, has complained about changes Santander UK Plc has made to his business banking account. What happened Mr W opened a business bank account with a bank that is now part of the Santander group in 2006. (For ease I will refer to Santander throug... (4 pages)View decision -
Decision Reference DRN-5926690
13 Feb 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-5926690 The complaint The complainant, Mr A, complains about the way Marshmallow Insurance Limited treated him after he told them about a notification-only incident on his car insurance. What happened In July 2025, Mr A contacted Marshmallow by telephone to notify them of an incide... (3 pages)View decision -
Decision Reference DRN-6143392
13 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6143392 The complaint Ms M is unhappy that Bank of Scotland plc trading as Halifax declined to raise a Direct Debit indemnity claim to recover payments made to a third-party creditor. What happened Ms M holds a current account with Halifax, from which she makes regular monthly paym... (2 pages)View decision -
Decision Reference DRN-6118315
13 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6118315 The complaint Mrs D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna, (“Novuna”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under s.140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and... (25 pages)View decision -
Decision Reference DRN-6131216
13 Feb 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6131216 The complaint Mr M1 and Mr M2 complain that Marshmallow Insurance Limited avoided their motor insurance policy and declined their claim. What happened Mr M1 took out a motor insurance policy with Marshmallow, adding his son (Mr M2) as a named driver. A few months later, Mr M... (4 pages)View decision -
Decision Reference DRN-6013485
13 Feb 2026 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-6013485 The complaint Mrs R is unhappy with Cynergy Bank Plc. Mrs R tried to change her nominated account details in July 2024. It wasn’t until several months later that she discovered this hadn’t worked. This was an issue because Mrs R had set up changes so closer to the end of th... (3 pages)View decision -
Decision Reference DRN-5910811
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5910811 The complaint Mr P complains that Monzo Bank Ltd allowed gambling transactions to be processed on his account via a third-party payment service, even though he had a gambling block in place. What happened Mr P had a gambling addiction and placed a gambling block on his Monzo... (5 pages)View decision