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-6153329
19 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6153329 The complaint Mrs B and Mr 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... (10 pages)View decision -
Decision Reference DRN-6096079
19 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6096079 The complaint Mr I’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... (12 pages)View decision -
Decision Reference DRN-6162354
19 Feb 2026 Healthcare Finance Limited UpheldConsumer CreditDRN-6162354 The complaint Mrs U complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complai... (6 pages)View decision -
Decision Reference DRN-5992399
19 Feb 2026 Entertainment Magpie Limited UpheldConsumer CreditDRN-5992399 The complaint Mr R has complained about issues he’s experienced with a mobile phone supplied under an agreement with Entertainment Magpie Limited trading as Music Magpie “Music Magpie”. What happened In August 2025 Mr R was supplied with a refurbished phone and entered into ... (3 pages)View decision -
Decision Reference DRN-5668056
19 Feb 2026 HSBC UK Bank Plc UpheldInvestmentsDRN-5668056 The complaint Mr A complains that he received misleading letters from HSBC UK Bank Plc trading as first direct and, as a result, he suffered a financial loss. What happened The background to this complaint was set out in my provisional decision dated 15 December 2025. Mr A ... (4 pages)View decision -
Decision Reference DRN-6108004
19 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6108004 The complaint Mr M, who is represented, complains that Barclays Bank UK PLC won’t reimburse him money he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2024, Mr M came across a... (5 pages)View decision -
Decision Reference DRN-5814279
19 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5814279 The complaint Mr S complains Aviva Insurance Limited (Aviva) hasn’t agreed to carry out repairs under his plumbing and drainage insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr S held an ... (2 pages)View decision -
Decision Reference DRN-5861639
19 Feb 2026 Metro Bank PLC Not upheldConsumer CreditDRN-5861639 The complaint Mr A complains that Metro Bank PLC trading as RateSetter didn’t send him a Notice of Assignment (NoA) when his loan account was sold. What happened In September 2021, Mr A took out a loan for £12,500, through RateSetter. Mr A says that Metro Bank later acquire... (3 pages)View decision -
Decision Reference DRN-5765810
19 Feb 2026 HBOS Investment Fund Managers Limited Not upheldInvestmentsDRN-5765810 The complaint Mrs P complains about the performance of her stocks and share ISA. She says HBOS Investment Fund Managers Limited (HBOS) didn’t invest her money properly as it hasn’t grown in value. What happened In 2002 Mrs P took out a stocks and shares ISA and invested in t... (5 pages)View decision -
Decision Reference DRN-6103771
19 Feb 2026 Prosper Capital LLP UpheldInvestmentsDRN-6103771 The complaint Mr T complains he was misled by Crowd2Let.com (C2L), an appointed representative of Prosper Capital LLP when he made a property investment. As the principal firm he holds Prosper Capital LLP responsible for the apparent lack of oversight by authorising the inve... (7 pages)View decision