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-6145163
11 Feb 2026 Vodafone Limited UpheldConsumer CreditDRN-6145163 The complaint Miss H is unhappy with the information being reported on her credit file by Vodafone Limited (VL) and about how they handled her accounts when she was dealing with them. When I refer to what Miss H or VL have said or done, it should also be taken to include th... (4 pages)View decision -
Decision Reference DRN-6144876
11 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6144876 The complaint Ms B and Mr M complain about how AXA Insurance UK Plc and the loss adjustors they appointed have dealt with their subsidence claim. What happened Ms B and Mr M have buildings insurance for their property with AXA. In 2019 having noticed damage to their property... (11 pages)View decision -
Decision Reference DRN-6093614
11 Feb 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6093614 The complaint Ms M and Mr W complain that Aviva Life and Pensions UK Limited didn’t give them enough information about a life and critical illness policy when they bought it. What happened Ms M and Mr W are unhappy because there’s no cover under their policy for tumours of t... (2 pages)View decision -
Decision Reference DRN-5987889
11 Feb 2026 Western Circle Ltd Not upheldConsumer CreditDRN-5987889 The complaint Mr M has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him a loan without carrying out sufficient affordability checks. Had better checks been made it would’ve seen that he had been made bankrupt in 2017 and was in financial hardshi... (4 pages)View decision -
Decision Reference DRN-6106579
11 Feb 2026 Paragon Bank Plc Not upheldBanking and PaymentsDRN-6106579 The complaint Mr M complained that after Paragon Bank Plc restricted access to his savings account at his request, it would not accept the proof of identity he supplied in order to regain access to his money. What happened When Mr M was worried that someone might be trying ... (3 pages)View decision -
Decision Reference DRN-6061978
11 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6061978 The complaint Mr A complains about the way Tandem Bank Limited (‘TB’) handled his claim for a refund. What happened Mr A entered a loan agreement (the ‘agreement’) with TB to fund replacement windows to be installed at his property by a supplier I’ll refer to as ‘C’. The agr... (3 pages)View decision -
Decision Reference DRN-5923896
11 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5923896 The complaint Mr M is unhappy that Zurich Insurance Company declined a claim made under his travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reason... (2 pages)View decision -
Decision Reference DRN-6145333
11 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6145333 The complaint Miss T complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I ... (5 pages)View decision -
Decision Reference DRN-5936071
11 Feb 2026 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5936071 The complaint Miss B complains that Sainsbury's Bank Plc unfairly defaulted her loan account. What happened Miss B had a loan with Sainsbury’s. In July 2024, a Default Notice was issued because of sustained arrears across several months. Following receipt of that notic... (4 pages)View decision -
Decision Reference DRN-6011343
11 Feb 2026 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-6011343 The complaint Miss F says Shop Direct Finance Company Limited trading as very and Littlewoods (‘Shop Direct’), irresponsibly lent to her. What happened This complaint is about two catalogue shopping agreements that Miss F took out with Shop Direct. Some details about these ... (3 pages)View decision