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-6052694
19 Feb 2026 Monzo Bank Ltd Not upheldConsumer CreditDRN-6052694 The complaint Monzo Bank Ltd trading as “Monzo” provided Miss T with a personal loan for £10,200 in December 2024, with monthly payments of £320 over 45 months (with a smaller monthly repayment in the final month). Miss T says the credit was provided irresponsibly. What hap... (3 pages)View decision -
Decision Reference DRN-5917444
19 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5917444 The complaint Mr B is unhappy with Bank of Scotland plc trading as Halifax. Mr B felt that Halifax had provided poor service. This included when he tried to cancel a direct debit, regarding the incorrect information he was given, and how it handled his complaint. What happ... (3 pages)View decision -
Decision Reference DRN-6020116
19 Feb 2026 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-6020116 The complaint Miss T complains that Trading 212 UK Limited trading as Trading 212 is holding her liable for transactions which she says she didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief... (3 pages)View decision -
Decision Reference DRN-6053224
19 Feb 2026 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-6053224 The complaint Mrs B complains about a van supplied to her using a conditional sale agreement taken out with Stellantis Financial Services UK Limited (“Stellantis”). What happened In September 2023, Mrs B acquired a used van using a conditional sale agreement with Stellantis... (4 pages)View decision -
Decision Reference DRN-6005604
19 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6005604 The complaint Mrs S complains that Admiral Insurance (Gibraltar) Limited unfairly handled a claim under her motor insurance policy. The complaint was brought to us by a named driver, but as Mrs S is the policyholder, I’ll refer to her throughout this decision. What happened ... (3 pages)View decision -
Decision Reference DRN-6138246
19 Feb 2026 Aviva Protection UK Limited Not upheldInsuranceDRN-6138246 The complaint Mr W’s complained that Aviva Protection UK Limited unfairly declined the claim he made on his joint life insurance policy after his wife sadly passed away. What happened In late 2019, Mr and Mrs W bought a joint decreasing term life insurance policy from an ins... (3 pages)View decision -
Decision Reference DRN-6006022
19 Feb 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6006022 The complaint Barclays Bank UK PLC trading as “Tesco Bank” provided Mr F with a personal loan for £21,000 in April 2024 with 60 monthly payments of around £450. Mr F says the credit was provided irresponsibly. What happened The details of this complaint are well-known to bo... (2 pages)View decision -
Decision Reference DRN-6021059
19 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6021059 The complaint Mr P complains that there was a mileage discrepancy which should have been disclosed to him on the MOT history of a car he acquired from BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA financial services (“BMW”). What happened Mr P entered into a hire pu... (3 pages)View decision -
Decision Reference DRN-5966904
19 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5966904 The complaint Ms M complains Revolut Ltd (“Revolut”) hasn’t refunded funds she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Ms M converted GBP into cryptocurrency... (3 pages)View decision -
Decision Reference DRN-6046370
19 Feb 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6046370 The complaint Miss S and Mr T complain that Bank of Scotland plc trading as “Halifax” has continued enforcement action on a personal loan, despite a valid dispute being raised. What happened I won’t repeat all the facts of the case here, as those aren’t in dispute. Instead,... (4 pages)View decision