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-6079324
11 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-6079324 The complaint X is unhappy that a car supplied to him under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened In September 2024, X was supplied with a used car through a hire purchase agreement with Black Horse. The agreement... (3 pages)View decision -
Decision Reference DRN-5818366
11 Feb 2026 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5818366 The complaint Mrs G complains that PRA Group (UK) Limited (PRA) declined her request for a medical write off of her debt. What happened Mrs G had two loan accounts with a B I’ll call L. Unfortunately, she was unable to maintain the repayments of the loans and in September 20... (2 pages)View decision -
Decision Reference DRN-6054675
11 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6054675 The complaint Mrs G complains about what she describes as disability discrimination and a lack of support from Nationwide in relation to her overdraft. Mrs G says Nationwide failed to provide proper help and support when she reached out to it for help and it has continued to... (6 pages)View decision -
Decision Reference DRN-6139224
11 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6139224 The complaint Mr C complains that Starling Bank Limited failed to protect him as a vulnerable customer when it was clear from his account activity that he was in serious financial and emotional difficulty due to gambling. What happened Mr C says that between January and Dece... (3 pages)View decision -
Decision Reference DRN-6146055
11 Feb 2026 Astrenska Insurance Limited UpheldInsuranceDRN-6146055 The complaint Mr P has complained that a roadside agent acting for Astrenska Insurance Limited trading as Collinson Insurance didn’t inspect his car for a possible repair. Mr P claimed for assistance under his breakdown insurance policy. What happened Mr P reported that his ... (5 pages)View decision -
Decision Reference DRN-6134617
11 Feb 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6134617 The complaint Miss O’s complaint is about Motability Operations Limited trading as Motability Operations (MO) decision to terminate her Hire Agreement and take back the car. Miss O is represented in this complaint by Miss J but, for ease, I’ll refer to Miss O directly throug... (2 pages)View decision -
Decision Reference DRN-5931622
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5931622 The complaint Mr and Mrs H’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)... (11 pages)View decision -
Decision Reference DRN-6059554
11 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6059554 The complaint Mr A is unhappy CA AUTO FINANCE UK LTD (CA Auto) has reported a fraud agency marker against him, following an application for a personal contract purchase agreement. What happened The parties are familiar with the background details of this complaint – so, I’ll... (4 pages)View decision -
Decision Reference DRN-5946594
11 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5946594 The complaint Mr S, via a representative, has complained that Revolut Ltd (UK) Plc (“Revolut”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instea... (3 pages)View decision -
Decision Reference DRN-6134302
11 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6134302 The complaint Ms P complains that Wise Payments Limited will not reimburse the funds she lost to a scam. What happened Ms P received a message on WhatsApp offering a remote job role. The role required Ms P to complete a set of tasks for which she would receive commission. Ms... (4 pages)View decision