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
-
Decision Reference DRN-6092966
12 Feb 2026 Sainsbury's Bank Plc Not upheldInsuranceDRN-6092966 The complaint Mr K complains that Sainsbury's Bank Plc (SBP) omitted to include windscreen cover when it sold him a motor insurance policy and misled him to believe it was included. What happened Mr K was looking for a motor insurance policy via a comparison website. He... (2 pages)View decision -
Decision Reference DRN-5854689
12 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5854689 The complaint Mr M complains that Santander UK Plc (“Santander”) didn’t raise chargebacks for transactions he made from his bank account. What happened In November 2024, Mr M contacted Santander asking them to raise chargebacks for the following transactions: • £1,723.83 pai... (3 pages)View decision -
Decision Reference DRN-5976068
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5976068 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance, (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 197... (4 pages)View decision -
Decision Reference DRN-5947547
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5947547 The complaint Mr and Mrs 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 them under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-6150378
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6150378 The complaint Mr D’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (13 pages)View decision -
Decision Reference DRN-6067934
12 Feb 2026 Tesco Mobile Limited Not upheldConsumer CreditDRN-6067934 The complaint Miss T complained about the way Tesco Mobile Limited trading as Tesco Mobile (“Tesco Mobile”) administered a credit sale agreement she’d taken out to buy a phone. What happened The events surrounding this complaint are well known to both parties, so I’ll only s... (4 pages)View decision -
Decision Reference DRN-5930861
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5930861 The complaint Mr H complains that Barclays Bank UK PLC failed to send him his wallet which was within Barclays’ safe storage, and gave him conflicting information. What happened Mr H had a wallet in safe custody with Barclays. He received a letter from Barclays asking him t... (2 pages)View decision -
Decision Reference DRN-6080796
12 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6080796 The complaint Mr S complains that AXA Insurance UK Plc (AXA) has unfairly handled and decided a claim under his motor insurance policy. What happened The circumstances of this case are known to both parties, but in summary Mr S has a motor insurance policy underwritten by AX... (3 pages)View decision -
Decision Reference DRN-5845679
12 Feb 2026 Allianz Insurance Plc Not upheldInsuranceDRN-5845679 The complaint Mrs V’s complaint is about a claim she made on her Allianz Insurance Plc (‘Allianz’) pet insurance policy. Mrs V says Allianz treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead... (2 pages)View decision -
Decision Reference DRN-4723681
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4723681 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs C purchased membership of a timeshare (the ‘Fractional Club... (8 pages)View decision