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-6099527
10 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6099527 The complaint Ms M complains that NewDay Ltd trading as John Lewis Credit Card won’t increase the credit limit on her John Lewis credit card. What happened Ms M has held a John Lewis credit card account for several years with a credit limit of £5000. Ms M is unhappy that whe... (2 pages)View decision -
Decision Reference DRN-6135404
10 Feb 2026 Close Brothers Limited UpheldConsumer CreditDRN-6135404 The complaint Mrs S is unhappy that a car supplied to her under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (Close Brothers) was not of a satisfactory quality. What happened In June 2024 Mrs S was supplied with a used car ... (8 pages)View decision -
Decision Reference DRN-6139773
10 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6139773 The complaint Mr M is unhappy that INTACT INSURANCE UK LIMITED trading as More Th>n Business rejected a claim under his landlord insurance policy. What happened Mr M took out a landlord insurance policy to cover a flat which he let out. New tenants took possession on 5 J... (4 pages)View decision -
Decision Reference DRN-6138960
10 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6138960 The complaint Mr S complains that esure Insurance Limited did not refund an additional premium he was required to pay after it unfairly cancelled his motor insurance policy. What happened Mr S had an esure policy for his car – car 1 – that was due to auto-renew on 17 March 2... (3 pages)View decision -
Decision Reference DRN-6144009
10 Feb 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6144009 The complaint Mr A complains about the end of contract charges in relation to a vehicle that was supplied through a motor finance agreement with MotoNovo Finance Limited (MotoNovo). What happened The circumstances surrounding this complaint and my initial findings were set ... (5 pages)View decision -
Decision Reference DRN-5943208
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5943208 The complaint Mr and Mrs D’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)... (8 pages)View decision -
Decision Reference DRN-5759271
10 Feb 2026 Gain Credit LLC UpheldConsumer CreditDRN-5759271 The complaint Mr B complains that Gain Credit LLC trading as Lending Stream lent to him once in January 2025 but he’s not been able to afford the repayments and better checks would have shown Lending Stream this. What happened On 30 January 2025, Mr B took one loan for £240 ... (4 pages)View decision -
Decision Reference DRN-5760099
10 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5760099 The complaint Mr N’s complaint is, in essence, that Clydesdale Financial Services 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 Credit Act 1... (6 pages)View decision -
Decision Reference DRN-6141001
10 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6141001 The complaint X complains that Monzo Limited closed his account without giving him notice that it was doing so and without explaining its reasons. What happened X held an account with Monzo, which he’d opened in January 2021. On 27 June 2025 Monzo wrote to X to say that it w... (2 pages)View decision -
Decision Reference DRN-6143843
10 Feb 2026 Trading 212 UK Limited Not upheldInvestmentsDRN-6143843 The complaint Mr E’s complaint against Trading 212 UK Limited (“Trading 212”) is about their response when he raised questions about the fees that would apply to his stocks and shares ISA. What happened Mr E holds both a cash and a stocks and shares ISA with Trading 212. Mos... (4 pages)View decision