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-5920789
12 Feb 2026 Haven Insurance Company Limited Not upheldInsuranceDRN-5920789 The complaint Mr M thinks his claim for a stolen bike was unfairly declined by Haven Insurance Company Limited (“Haven”) under his home insurance policy. What happened Mr M made a claim to Haven when his bike was stolen. Haven reviewed and validated the claim but declined it... (2 pages)View decision -
Decision Reference DRN-6064563
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6064563 The complaint Mrs and Mr F’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 them under Section 140A of the Consum... (9 pages)View decision -
Decision Reference DRN-6149247
12 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6149247 The complaint Ms G has complained about the service provided by Aviva Insurance Limited when she claimed under a home insurance policy. What happened The background to this complaint is well known to the parties so it serves no purpose for me to repeat the details in full he... (3 pages)View decision -
Decision Reference DRN-5941917
12 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5941917 The complaint Mr M complains about the quality of a car supplied to him by BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (“BMW”). What happened Mr M acquired a used car through a hire purchase agreement with BMW in November 2023. The car was appro... (4 pages)View decision -
Decision Reference DRN-5959836
12 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5959836 The complaint Mr M complains Santander UK Plc didn’t do enough to protect him when he fell victim to a romance scam and lost a considerable sum of money as a result. What happened The background to this complaint is familiar to both parties – and has been set out in detail b... (4 pages)View decision -
Decision Reference DRN-5887681
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5887681 The complaint Ms D complains that Revolut Ltd has declined to reimburse a payment made as part of a scam. What happened In June 2025 Ms D visited a website that she now believes to have been a clone of a genuine company. During the scam Ms D entered her card details to make ... (3 pages)View decision -
Decision Reference DRN-5870859
12 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5870859 The complaint T, a limited company, has complained TSB Bank plc won’t refund them after not receiving cash from a cash machine withdrawal. What happened Mr M is a director of T. T holds a business account with TSB. I will refer to both throughout this decision. In May 2025 M... (2 pages)View decision -
Decision Reference DRN-6048841
12 Feb 2026 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-6048841 The complaint Mr H complains that Kroo Bank Ltd blocked payments from his account with it, causing significant inconvenience. What happened Mr H has a Kroo account, from which several standing orders are paid each month, including payments to accounts in his name with other ... (2 pages)View decision -
Decision Reference DRN-5997867
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5997867 The complaint Mr and Mrs A’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)... (13 pages)View decision -
Decision Reference DRN-6150821
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6150821 The complaint Mr 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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision