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
-
Decision Reference DRN-6120178
11 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6120178 The complaint Mrs M complains she was mis-led by Capital One (Europe) plc (Capital One) about the credit limit she would receive prior to being accepted for a Post Office credit card. She’s also unhappy her credit file will be affected for 12 months, despite her cancelling t... (2 pages)View decision -
Decision Reference DRN-5985158
11 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5985158 The complaint Mr and Mrs L have complained about the service provided to them by their motor insurer, Aviva Insurance Limited (‘Aviva’), when they tried to amend Mrs L’s car registration number on the policy. What happened Mr and Mrs L have a motor insurance policy with Avi... (4 pages)View decision -
Decision Reference DRN-6087095
11 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-6087095 The complaint Mr C complains that U K Insurance Limited trading as NIG (‘UKI’) unfairly voided his property owner’s insurance policy and declined to cover a claim he made. What happened The details of the claim are well known to both parties, so I won’t repeat them again he... (5 pages)View decision -
Decision Reference DRN-6144858
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6144858 The complaint Mrs L and Mr L’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 (... (13 pages)View decision -
Decision Reference DRN-6146539
11 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6146539 The complaint Mr C complains that Santander UK Plc blocked the joint account he held with his wife. As a result, he was unable to make a payment to HMRC, with the result that a fine was incurred. What happened Mr C has explained that, at the relevant time, he was an account ... (2 pages)View decision -
Decision Reference DRN-5799260
11 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5799260 The complaint Mrs B complains about the actions of Monzo Bank Ltd when she lost money to a scam. What happened Mrs B has explained that in August 2024 she fell victim to a cruel job scam. Mrs B has told us she was searching for work when she was contacted by someone posing ... (3 pages)View decision -
Decision Reference DRN-5826739
11 Feb 2026 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5826739 The complaint Mr B is unhappy that PSI-Pay Ltd have refused to refund seven transactions he says he didn’t authorise. Mr B opened an account with a firm I’ll refer to as P. P had a business partnership with PSI- Pay which makes PSI-Pay responsible for Mr B’s complaint. So, ... (3 pages)View decision -
Decision Reference DRN-5987612
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5987612 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited, 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 Cred... (14 pages)View decision -
Decision Reference DRN-5847964
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5847964 The complaint Mr V and Mrs V’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 (... (15 pages)View decision -
Decision Reference DRN-6105741
11 Feb 2026 Ageas Insurance Limited Not upheldInsuranceDRN-6105741 The complaint J, a limited company, complains about the way Ageas Insurance Limited (‘Ageas’) handled a claim it made on its commercial property insurance policy. Mr J, a director of J, brings the complaint on J’s behalf. J is also professionally represented, but for ease o... (4 pages)View decision