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-6105746
11 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-6105746 The complaint Miss S is unhappy that Black Horse Limited (Black Horse) recorded a default onto her credit file in relation to a hire purchase she had with it. What happened In December 2022, Miss S entered in a hire purchase agreement with Black Horse to acquire a used vehic... (4 pages)View decision -
Decision Reference DRN-5964376
11 Feb 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5964376 The complaint Mr M complains that Zurich Insurance Company Ltd declined his travel insurance claim. What happened Mr M had travel insurance insured by Zurich. He missed his flight home from a trip abroad. He says he arrived at the airport in good time and waited for his fli... (3 pages)View decision -
Decision Reference DRN-5778057
11 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5778057 The complaint Mr G complains that Fairscore Limited trading as Updraft irresponsibly lent to him. Mr G would like a refund of fees and interest, removal of negative information from his credit file and some compensation to resolve his complaint. What happened Updraft provid... (3 pages)View decision -
Decision Reference DRN-6065317
11 Feb 2026 Loans 2 Go Limited Not upheldConsumer CreditDRN-6065317 The complaint Mr H’s complaint is about Loans 2 Go Limited’s (L2G) decision to lend. Mr G said the lending was unaffordable. What happened L2G provided Mr H one loan in August 2025, the loan was for £2,000 with 24 monthly repayments of £269.33. Mr H repaid the loan early in... (2 pages)View decision -
Decision Reference DRN-5930584
11 Feb 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-5930584 The complaint Mr M complains because Zurich Assurance Ltd hasn’t paid a claim under his income protection insurance policy. What happened Mr M is insured under a group income protection insurance policy, provided by Zurich. In late 2024, Mr M’s employer made a claim under th... (3 pages)View decision -
Decision Reference DRN-5856477
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5856477 The complaint Mr and Mrs R’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)... (16 pages)View decision -
Decision Reference DRN-6056543
11 Feb 2026 Marsh Finance Limited UpheldConsumer CreditDRN-6056543 The complaint Mr C complains that the car he acquired through Marsh Finance Limited (“Marsh”) wasn’t of satisfactory quality. He wants to return the car and have the credit agreement cancelled and his payments refunded, so that he can buy another car. What happened Mr C ente... (5 pages)View decision -
Decision Reference DRN-6032189
11 Feb 2026 Kensington Mortgage Company Limited Not upheldMortgagesDRN-6032189 The complaint Ms W complains that Kensington Mortgage Company Limited will no longer speak to her on the phone about the mortgage she holds jointly with her parents, Mr and Mrs W. She also complains that it has allowed a third party to access the mortgage without the agreeme... (2 pages)View decision -
Decision Reference DRN-6144542
11 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6144542 The complaint Miss S complains on behalf of the estate of the late Mrs S that National Westminster Bank Public Limited Company (NatWest) lent to Mrs S irresponsibly. What happened Mrs S took out a credit card with NatWest, in November 2001. The credit limit given to Mrs S w... (4 pages)View decision -
Decision Reference DRN-5977092
11 Feb 2026 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5977092 The complaint Mr A complains that Kroo Bank Ltd (‘Kroo’) won’t refund the money he lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Mr A received a call from someone who said they w... (2 pages)View decision