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-5899518
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5899518 The complaint Mr P 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 (... (10 pages)View decision -
Decision Reference DRN-6063018
13 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6063018 The complaint Mr K’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (19 pages)View decision -
Decision Reference DRN-6145315
13 Feb 2026 IG Trading and Investments Limited UpheldInvestmentsDRN-6145315 The complaint Mr Z complains about how IG Trading and Investments Limited (IG) put things right, in relation to an Exchange Traded Fund (ETF) that had delisted. He said its actions, resulted in a significant financial loss. Mr Z would like IG to pay him compensation for his... (3 pages)View decision -
Decision Reference DRN-6116973
13 Feb 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6116973 The complaint Mrs H complains about the quality of a vehicle that was supplied through a motor finance agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened In July 2024, Mrs H acquired a used car through a hire purchase agreement with SMF. The car was around 1... (4 pages)View decision -
Decision Reference DRN-5922963
13 Feb 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5922963 The complaint Mr and Mrs J’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) 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) dec... (10 pages)View decision -
Decision Reference DRN-6152644
13 Feb 2026 ReAssure Limited UpheldPensions and AnnuitiesDRN-6152644 The complaint Mr C complains that ReAssure Limited (‘ReAssure’) sent correspondence to his previous address, sent his Tax-Free Cash (‘TFC’) by cheque – which was not received – despite having his bank details and failed to deal with his concerns or arrange for a manager to s... (6 pages)View decision -
Decision Reference DRN-6068732
13 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6068732 The complaint Miss S complains Vanquis Bank Limited lent to her irresponsibly when they provided her with a credit card account. What happened In August 2024, Miss S was provided with a Credit Card account by Vanquis, with an initial credit limit of £1,200. There were no fu... (3 pages)View decision -
Decision Reference DRN-5749837
13 Feb 2026 Go Car Credit Limited Not upheldConsumer CreditDRN-5749837 The complaint Ms A and Mr L complain Go Car Credit Limited (‘GCC’) irresponsibly entered into a car finance agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable for them. They are represented in this complaint but fo... (3 pages)View decision -
Decision Reference DRN-5783052
13 Feb 2026 Think Money Limited UpheldBanking and PaymentsDRN-5783052 The complaint Mrs J complains that Think Money Limited won’t refund payments she didn’t make or otherwise authorise. What happened In October 2024, Mrs J received a call from a scammer impersonating Think Money’s fraud department. They asked Mrs J if she’d set up a direct d... (3 pages)View decision -
Decision Reference DRN-6151825
13 Feb 2026 HSB Engineering Insurance Limited UpheldInsuranceDRN-6151825 The complaint Mr and Mrs P complain about how HSB Engineering Insurance has handled their claim on their LABC building warranty policy. What happened Mr and Mrs P bought a new home that’s covered by a ten-year building warranty policy. The insurance is underwritten by HSB, ... (6 pages)View decision