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-6156594
19 Feb 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6156594 The complaint Mr T complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality and that the car’s gearbox service was misrepresented to him. What happened A used car was supplied to Mr T under a h... (3 pages)View decision -
Decision Reference DRN-6167895
19 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6167895 The complaint Mr and Mrs J’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (12 pages)View decision -
Decision Reference DRN-6017078
19 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6017078 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a specialist sports car maker and first regi... (4 pages)View decision -
Decision Reference DRN-5949818
19 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5949818 The complaint Mr D has complained Metro 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-6008479
19 Feb 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6008479 The complaint Mr T has complained about the way Inter Partner Assistance SA (IPA) handled a claim he made on a travel insurance policy. What happened Mr T was on a trip abroad in March 2025 where there was an incident that resulted in him losing some property. He therefore ... (3 pages)View decision -
Decision Reference DRN-5757967
19 Feb 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5757967 The complaint Mr N and Ms R’s complaint is, in essence, that First Holiday Finance Ltd (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... (13 pages)View decision -
Decision Reference DRN-5989636
19 Feb 2026 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5989636 The complaint Mr O complains that Amalfi Capital Limited trading as Reevo was irresponsible in its lending to him and that he was not adequately assessed for the credit. What happened Mr O applied for credit with Reevo and had a loan approved as follows: Date Amount of cred... (2 pages)View decision -
Decision Reference DRN-6061883
19 Feb 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-6061883 The complaint Mr K is unhappy with AmTrust Speciality Limited’s decision not to pay his income protection claim. What happened Mr K has an income protection policy with AmTrust. He became unemployed in May 2024 and claimed on his policy. His claim was declined by AmTrust and... (2 pages)View decision -
Decision Reference DRN-6167488
19 Feb 2026 Telefonica UK Limited UpheldConsumer CreditDRN-6167488 The complaint Miss L complains about the balance of a fixed sum loan agreement she has with Telefonica UK Limited trading as O2. What happened In May 2022, Miss L took out finance with Telefonica to buy a brand new mobile telephone handset. Miss L says that after a year, the... (5 pages)View decision -
Decision Reference DRN-6010473
19 Feb 2026 AWP P&C S.A. UpheldInsuranceDRN-6010473 The complaint Mrs and Mr W complain that AWP P&C S.A. declined their travel insurance claim. My references to AWP include its agents. As Mr W has taken the lead on the claim and complaint I’ll refer to Mr W to include both complainants unless the facts require otherwise... (4 pages)View decision