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 391431 results
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Decision Reference DRN-6026526
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6026526 The complaint Ms O’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 her under Section 140A of the Consumer Credit Act 1974 ... (9 pages)View decision -
Decision Reference DRN-5992468
5 Feb 2026 Ageas Insurance Limited Not upheldInsuranceDRN-5992468 The complaint Mr D complains about how his insurer, Ageas Insurance Limited (Ageas), valued his vehicle as a total loss following an accident. Any reference to Ageas in this decision includes their agents. What happened In June 2025 Mr D was involved in an accident, involv... (3 pages)View decision -
Decision Reference DRN-6112049
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6112049 The complaint Mr and Mrs K say Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor- debtor relationship with Shawbrook was unfair to them under section 140A of the CCA. W... (9 pages)View decision -
Decision Reference DRN-5808413
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5808413 The complaint Ms A complaints Lloyds Bank PLC unfairly restricted her account and provided poor service. Ms A is represented – but for ease I will refer to her directly. What happened The detailed background to this complaint is well known to both Ms A and Lloyds. So, I’ll... (4 pages)View decision -
Decision Reference DRN-6052727
5 Feb 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-6052727 The complaint Mr B has complained that Jaja Finance Ltd, trading as Asda Money Select (Asda), were irresponsible when opening a credit card account. What happened Asda provided Mr B with a credit card in October 2024 with a limit of £1,200. Mr B says this was irresponsible. ... (2 pages)View decision -
Decision Reference DRN-5821453
5 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5821453 The complaint Mr H complains that Vanquis Bank Limited lent to him irresponsibly. What happened On 7 December 2017, Mr H applied for a credit card with Vanquis. His application was accepted and he was given a credit limit as follows: Date Event New limit 8 December 2017 Ac... (4 pages)View decision -
Decision Reference DRN-6127764
5 Feb 2026 First Central Underwriting Limited UpheldInsuranceDRN-6127764 The complaint Mrs K complains at the amount First central Underwriting Limited paid out on her claim on her motor insurance policy after the vehicle was declared a total loss. Reference to First Central Includes, where appropriate, its agents. What happened Mrs K was involve... (3 pages)View decision -
Decision Reference DRN-5778331
5 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5778331 The complaint Miss S is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss S fell victim to a cruel job scam after responding to an online advert. The scammers instructed her to set up an account with... (4 pages)View decision -
Decision Reference DRN-6131212
5 Feb 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6131212 The complaint Mr K and Miss M complain about errors, delays and poor service by Clydesdale Bank Plc trading as Virgin Money when they applied for additional mortgage borrowing. Mr K has dealt with the complaint. He asks for compensation, clarification of certain matters and ... (5 pages)View decision -
Decision Reference DRN-5732617
5 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5732617 The complaint Mr R is unhappy that J.P. Morgan Europe Limited trading as Chase (Chase) won’t reimburse money he lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the key reaso... (2 pages)View decision