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-6153649
13 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6153649 The complaint Mr A has complained about the quality of a car provided on finance by Moneybarn No.1 Limited. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Moneybarn supplied Mr A with a used car on a conditional sale agreement ... (4 pages)View decision -
Decision Reference DRN-5853397
13 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5853397 The complaint Mrs K 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (10 pages)View decision -
Decision Reference DRN-6131664
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6131664 The complaint and background Ms D, via her representative, complains that Santander UK Plc (“Santander”) didn’t do enough to protect her when she fell victim to an investment scam resulting in the loss of over £25,000. Our investigator didn’t uphold the complaint. Although h... (2 pages)View decision -
Decision Reference DRN-6152243
13 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6152243 The complaint Mr M complains about how INTACT INSURANCE UK LIMITED (IIUK) have handled the subsidence claim made under his home insurance policy, and that his claim has only been partially covered. Where I’ve referred to IIUK this includes where they were trading under a dif... (9 pages)View decision -
Decision Reference DRN-6128431
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6128431 The complaint Mr H complains that Monzo Bank Ltd failed to tell him that if he received a double refund on ten transactions that he had disputed with a merchant then this could lead to Monzo re- debiting the payments from his account. As a result, of Monzo re-debiting his ac... (2 pages)View decision -
Decision Reference DRN-5992204
13 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5992204 The complaint Mr M has complained that Barclays Bank PLC won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What... (3 pages)View decision -
Decision Reference DRN-6121723
13 Feb 2026 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-6121723 The complaint Mr W and Mrs W complain on behalf of the W Trust about the way Aviva Life & Pensions UK Limited has administered a whole of life policy. The further information received at the policy reviews indicating changes to the premium were needed, has led them to co... (12 pages)View decision -
Decision Reference DRN-6053281
13 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6053281 The complaint Mr W’s complained that Advantage Insurance Company Limited unfairly declined his motor claim and cancelled his policy after he reported an accident. What happened In early 2025, Mr W bought a motor insurance policy from Advantage. A few months later, he had an... (3 pages)View decision -
Decision Reference DRN-5925274
13 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5925274 The complaint Mr M has complained Lloyds Bank PLC declined a claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving disputes quickly with minimum... (3 pages)View decision -
Decision Reference DRN-5944744
13 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5944744 The complaint Mr C complains that Lloyds Bank PLC won’t refund money he lost when he says he was the victim of a cryptocurrency investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here, but in sum... (2 pages)View decision