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-6137872
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6137872 The complaint Mrs C and Mr C’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 (... (12 pages)View decision -
Decision Reference DRN-6145301
11 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6145301 Complaint Miss C has complained that Santander UK Plc (“Santander”) irresponsibly provided a credit card to her. She says that she already had significant debts and that being provided with this card caused her difficulty going forward. Background Miss C has also complained... (8 pages)View decision -
Decision Reference DRN-5936998
11 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5936998 The complaint Miss S complains Santander UK Plc treated her unfairly when it blocked and closed her account and withheld her account balance, and when dealing with her complaint. What happened The details of this complaint are well-known to the parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-6052851
11 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6052851 The complaint A company which I’ll call ‘C’ complains Santander UK Plc gave notice in July 2025 that it planned to migrate its account, which is free from fees to an account which incurs a monthly fee from October 2025. C says this is unfair as, when it opened the account, i... (4 pages)View decision -
Decision Reference DRN-6022606
11 Feb 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-6022606 The complaint Miss N is unhappy that Domestic & General Insurance Plc (‘D&G’) replaced her fridge freezer under her appliance insurance policy with one that she thinks it wasn’t prepared to fully insure. The price for her insurance has also increased. She’s also unha... (4 pages)View decision -
Decision Reference DRN-5893368
11 Feb 2026 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-5893368 The complaint Mr W complains that Al Rayan Bank PLC (Al Rayan) has not refunded him £70,000 that he lost as the victim of a scam. Mr W’s representatives say Al Rayan failed to identify that Mr W’s transactions were out of character and did not intervene sufficiently to warn ... (4 pages)View decision -
Decision Reference DRN-5907876
11 Feb 2026 Tradex Insurance Company PLC Not upheldInsuranceDRN-5907876 The complaint Miss J complains that Tradex Insurance Company PLC (Tradex) unfairly handled and settled a claim under her motor insurance policy. What happened The circumstances of this case are known to both parties, but in summary Miss J has a motor insurance policy underwr... (3 pages)View decision -
Decision Reference DRN-6031280
11 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6031280 The complaint Mr D complains that it was not explained properly to him that there was a balloon payment at the end if he wanted to own the car, in relation to his hire purchase agreement for a car supplied by BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial S... (3 pages)View decision -
Decision Reference DRN-5734331
11 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5734331 The complaint Mr M complains that JP Morgan Europe Limited (trading as Chase) acted unreasonably and violated the terms and conditions of his account when applying foreign exchange rates to two transactions he made. What happened Mr M made two transactions on his Chase card... (3 pages)View decision -
Decision Reference DRN-6131162
11 Feb 2026 Covea Insurance plc Not upheldInsuranceDRN-6131162 The complaint Mrs H has complained that Covea Insurance plc declined a claim she made on a mortgage payment protection insurance (PPI) policy. What happened In 2022 Mrs H raised a claim for carer’s cover. Covea declined the claim on the basis that she hadn’t provided enough... (2 pages)View decision