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-6110091
11 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-6110091 The complaint Ms C says U K Insurance Limited(‘UKI’) unfairly cancelled her motor insurance policy. Later, she said it had contacted emergency services unjustifiably about her welfare. What happened Ms C started the policy on 25 April 2025. On 8 May 2025 she added her son t... (3 pages)View decision -
Decision Reference DRN-6026245
11 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6026245 The complaint Mr P complains HSBC UK Bank Plc trading as first direct (“first direct”) won’t refund money he lost when he fell victim to an investment scam. Mr P is professionally represented, however for ease, I’ll refer to Mr P throughout my decision. What happened The bac... (4 pages)View decision -
Decision Reference DRN-6146698
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6146698 The complaint Mr and Mrs O’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... (13 pages)View decision -
Decision Reference DRN-5738923
11 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5738923 The complaint Mr M is unhappy that Revolut Ltd won’t refund transactions that he made as part of a scam. What happened In 2024 Mr M encountered someone on social media he had mutual connections with. He saw posts about making quick profits through a cryptocurrency investment... (4 pages)View decision -
Decision Reference DRN-6147618
11 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6147618 The complaint Mr M says Mitsubishi HC Capital UK Plc (‘The Lender’) has unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And he says his creditor- debtor relationship with the Lender was unfair to him under section 140A of the CCA. What ... (8 pages)View decision -
Decision Reference DRN-5874834
11 Feb 2026 Everyday Lending Limited Not upheldConsumer CreditDRN-5874834 The complaint Mrs S complains Everyday Lending Limited trading as Everyday Loans irresponsibly lent to her. What happened Mrs S took out an unsecured loan from Everyday Loans. This loan was approved on 15 September 2021 and was for £2,000; the monthly repayments were £182.07... (3 pages)View decision -
Decision Reference DRN-4765093
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4765093 The complaint Mr C’s complaint is, in essence, that Clydesdale Financial Services trading as Barclays Partner 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 1... (4 pages)View decision -
Decision Reference DRN-5859420
11 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5859420 The complaint Mr B complains Nationwide Building Society unfairly blocked and then closed his accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr B held multiple accounts with Nationwide,... (3 pages)View decision -
Decision Reference DRN-6120698
11 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6120698 The complaint Ms L complains that Wise Payments Limited (trading as Wise) unfairly blocked her account and reduced her balance to zero, without providing a proper explanation which led to financial problems and caused her upset. Ms L is also unhappy about the service she rec... (4 pages)View decision -
Decision Reference DRN-5947544
11 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5947544 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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’), (2) decid... (7 pages)View decision