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-6099656
12 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6099656 The complaint Mrs B complains Vanquis Bank Limited lent to her irresponsibly when they provided her with a credit card account. What happened In May 2025, Mrs B was provided with a Credit Card account by Vanquis, with an initial credit limit of £1,200. There were no further... (3 pages)View decision -
Decision Reference DRN-6081024
12 Feb 2026 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-6081024 The complaint X complains about what ARAG Legal Expenses Insurance Company Limited did after they made a claim on their legal expenses insurance policy. What happened In May 2024 X contacted ARAG seeking assistance from their policy with a claim against the freeholder of their ... (3 pages)View decision -
Decision Reference DRN-5815897
12 Feb 2026 HDI Global Specialty SE Not upheldInsuranceDRN-5815897 The complaint Mr D’s complaint is about a claim he made on his HDI Global Specialty SE (‘HDI’) pet insurance policy, which was declined. Mr D says he was treated unfairly and wants HDI to pay his claim. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-6148540
12 Feb 2026 Landmark Mortgages Limited Not upheldMortgagesDRN-6148540 The complaint Miss G has complained about her mortgage she holds with Landmark Mortgages Limited. Her complaint encompasses the following five areas: • It is an interest-only mortgage. • The interest rate loyalty discount. • The fees and charges added to the account. • Groun... (7 pages)View decision -
Decision Reference DRN-5987596
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5987596 The complaint Mr K’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 Consumer Cred... (6 pages)View decision -
Decision Reference DRN-6147868
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6147868 The complaint Mr and Ms P’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding agains... (9 pages)View decision -
Decision Reference DRN-6003369
12 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6003369 The complaint Mr P complains that Fairscore Ltd trading as Updraft provided him with a settlement figure which was only valid for 24 hours rather than the 28 day he was expecting. What happened In June 2025 Mr P contacted Fairscore and requested an early settlement figure. H... (2 pages)View decision -
Decision Reference DRN-5983731
12 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5983731 The complaint Mr B complains about U K Insurance Limited’s handling of a change of vehicle under a car insurance policy. Mr B is the policyholder and has been largely represented by his partner in this complaint. But for ease of reference, I shall refer to anything Mr B’s pa... (3 pages)View decision -
Decision Reference DRN-5922166
12 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5922166 The complaint T, a sole trader, has complained Lloyds Bank PLC didn‘t refund them after making payments to a building company in 2024. What happened Mr T operates T as a sole trader. In 2024 he was looking to have some building work carried out. He looked online and found a ... (3 pages)View decision -
Decision Reference DRN-5896852
12 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5896852 The complaint Mr J complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost when he was the victim of a scam. Mr J is represented by a third-party firm, but for ease of reference I will refer to Mr J throughout the decision. What happened The background to this c... (2 pages)View decision