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-6147048
11 Feb 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-6147048 The complaint HSBC UK Bank Plc (‘HSBC’) provided Mr W with a personal loan in June 2022. The loan was for £7,000 and was to be repaid by way of 50 monthly repayments of £150.20. Mr W says the loan was provided irresponsibly. What happened The details of this complaint are ... (2 pages)View decision -
Decision Reference DRN-6117383
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6117383 The complaint Mrs W’s complaint is, in essence, that Clydesdale Financial Services Limited (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 (as amended) (the ‘CCA’) ... (11 pages)View decision -
Decision Reference DRN-6017724
11 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6017724 The complaint W, a limited company, is unhappy that Monzo Bank Ltd, closed its account without notice. What happened On 26 December 2024 Monzo closed W’s account without notice. It requested information from W in order to return the funds in the account to W. As it didn’t d... (2 pages)View decision -
Decision Reference DRN-6098977
11 Feb 2026 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-6098977 The complaint Mr P is unhappy Secure Trust Bank Public Limited Company trading as V12 Vehicle Finance (V12) terminated his hire purchase agreement for a car. What happened In August 2024, Mr P took out a hire purchase agreement from V12 to pay for a used car. V12 provided ar... (5 pages)View decision -
Decision Reference DRN-5972140
11 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5972140 The complaint Mr D complains about how Aviva Insurance Limited (Aviva) handled a claim under his motor insurance policy for damage to his car following an accident. What happened In April 2025 Mr D’s car was damaged in a non-fault accident, so he made a claim on his insuran... (3 pages)View decision -
Decision Reference DRN-5938261
11 Feb 2026 Scottish Widows Schroder Personal Wealth (ACD) Limited UpheldInvestmentsDRN-5938261 The complaint The O C Trust (‘the trust’) complains about the way Scottish Widows Schroder Personal Wealth (ACD) Limited trading as Schroders Personal Wealth (‘SPW’) administered its account. This complaint was referred to us by a trustee who I’ll call Mr C. Mr C and his fell... (5 pages)View decision -
Decision Reference DRN-5950669
11 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5950669 The complaint Mrs C complains about AXA Insurance UK Plc’s decision to decline a claim made under her landlord insurance policy after a tenant damaged the roof of her property. What happened The background to this complaint is well known to both parties, so I’ll provide only... (2 pages)View decision -
Decision Reference DRN-6133001
11 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6133001 The complaint Mr P’s complaint is, in essence, that Tandem 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 ag... (11 pages)View decision -
Decision Reference DRN-6132599
11 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6132599 The complaint Mrs R’s complaint is, in essence, that Tandem Bank Limited (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 (as amended) (the ‘CCA’) and (2) deciding a... (11 pages)View decision -
Decision Reference DRN-6107578
11 Feb 2026 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-6107578 The complaint Miss M is unhappy that Red Sands Insurance Company (Europe) Limited (Red Sands) didn’t fully accept her household warranty claim. She’s also unhappy with the delays caused and the service provided by Red Sands. Any reference to Red Sands includes all its agents... (4 pages)View decision