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-4644397
11 Feb 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4644397 The complaint Mr L’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (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 197... (14 pages)View decision -
Decision Reference DRN-5801881
11 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5801881 The complaint Zopa Bank Limited (‘Zopa’) provided Mrs V with two loans. • Loan 1 was started in January 2024. Mrs V borrowed £8,000 and she was due to make 60 monthly repayments of £202.81. • Loan 2 was started in July 2024. Mrs V borrowed £6,000 and she was due to make 48 ... (3 pages)View decision -
Decision Reference DRN-5936961
11 Feb 2026 First Central Underwriting Limited Not upheldInsuranceDRN-5936961 The complaint Mrs C has complained about the way her motor insurer, First Central Underwriting Limited (‘First Central’), dealt with a claim she made on her policy. Among other things, Mrs C doesn’t think its investigation into the cause of the claim was sufficient. What ha... (5 pages)View decision -
Decision Reference DRN-6138307
11 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6138307 The complaint Miss J complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss J was approved for a Vanquis credit card in April 2020, with a £1,000 credit limit. The credit limit was increased in June 2021 (to £2,350), and in March 2023 (to £3,000). ... (4 pages)View decision -
Decision Reference DRN-6143544
11 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6143544 The complaint Mr B complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr B has an overdraft with Lloyds. He opened this with a limit of £250 in January 2019. He then successfully applied to increase the credit limit at various intervals between January ... (4 pages)View decision -
Decision Reference DRN-6100945
11 Feb 2026 Watford Insurance Company Europe Limited UpheldInsuranceDRN-6100945 The complaint Mr C complains Watford Insurance Company Europe Limited unfairly declined his claim and cancelled his car insurance policy. What happened Mr C took out a policy with Watford in November 2024. In May 2025, Mr C’s car was damaged in an accident and declared a t... (5 pages)View decision -
Decision Reference DRN-5969430
11 Feb 2026 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5969430 The complaint Mr and Mrs B complain about The National Farmers' Union Mutual Insurance Society Limited’s (‘NFU’s’) decision to withdraw cover under their legal expenses insurance policy. What happened Mr and Mrs B hold legal expenses insurance cover with NFU. They took... (3 pages)View decision -
Decision Reference DRN-6103394
11 Feb 2026 Frenkel Topping Limited UpheldPensions and AnnuitiesDRN-6103394 The complaint Mr R complains that Frenkel Topping Limited gave him unsuitable advice to transfer the value of benefits he had in an employer’s defined benefit (DB) pension scheme to a self invested personal pension (SIPP). What happened Mr R met with an adviser from Frenkel... (6 pages)View decision -
Decision Reference DRN-6033683
11 Feb 2026 Arval UK Limited Not upheldConsumer CreditDRN-6033683 The complaint Mr B complains that Arval UK Limited (Arval) overcharged him on a Hire Agreement he took out. He would like the amount he feels he was overcharged refunded. What happened The details of this complaint are well known to both parties so I won’t repeat them aga... (2 pages)View decision -
Decision Reference DRN-6140440
11 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6140440 The complaint Mr C complains about how AXA Insurance PLC dealt with a claim on his motor insurance policy. What happened Mr C’s car was involved in an accident. AXA accepted the claim. Mr C’s car was repaired by its authorised repairer (AR) and returned to him. Mr C notice... (3 pages)View decision