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-4638986
20 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4638986 The complaint Mrs A’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (10 pages)View decision -
Decision Reference DRN-5226303
20 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5226303 The complaint Miss B is the director of a company which I’ll refer to as C. Miss B complains on C’s behalf that Revolut Ltd is holding C liable for payments which she says were unauthorised. What happened The details of this complaint are well known to both parties. So, rath... (3 pages)View decision -
Decision Reference DRN-5782392
20 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5782392 The complaint Mr H complains that Barclays is holding him responsible for a credit card debt where he says he never completed an application. What happened A card account was opened in Mr H’s name in August 2021. Mr H received the card and spent on it. He made monthly repaym... (2 pages)View decision -
Decision Reference DRN-6080573
20 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6080573 The complaint Mrs D complains that NewDay Ltd lent to her irresponsibly. In bringing her complaint, Mrs D is assisted by a professional representative; for ease, though, I’ll refer to all acts as being those of Mrs D. What happened Mrs D was provided a “Debenhams” and a “T... (4 pages)View decision -
Decision Reference DRN-6170168
20 Feb 2026 BUPA Insurance Limited Not upheldInsuranceDRN-6170168 The complaint Mr N complains about the decision by BUPA Insurance Limited (‘’) to apply a chronic condition exclusion under his employer’s group private medical insurance policy. What happened Mr N is a member of his employer’s group private medical insurance scheme, which ... (3 pages)View decision -
Decision Reference DRN-6065310
20 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6065310 The complaint Mr and Mrs T’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)... (9 pages)View decision -
Decision Reference DRN-6168484
20 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6168484 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited unfairly opened a claim against him under his motor insurance policy. What happened Mr C had a motor insurance policy with Admiral. In October 2024, a third party contacted Admiral alleging Mr C had reve... (5 pages)View decision -
Decision Reference DRN-6042531
20 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6042531 The complaint Mr B and Mrs B have complained that Starling Bank Limited (“Starling”) stopped an inbound payment into their account. What happened Mr B was expecting an overseas payment from his mother, to be paid into his Starling account. To process the payment, Starling as... (3 pages)View decision -
Decision Reference DRN-6089646
20 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6089646 The complaint Mr R complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he lost to an authorised push payment (‘APP’) investment scam. Mr R referred the complaint with the help of a representative. However, for ease of reading, I’ll refer to Mr R in the m... (6 pages)View decision -
Decision Reference DRN-6045741
20 Feb 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6045741 The complaint Ms A complains Shop Direct Finance Company Limited (“SDFCL”) treated her unfairly when it recorded a default on her credit file. What happened Ms A has a running credit account with SDFCL. The last full contractual payment she made towards the account before t... (3 pages)View decision