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-5923821
10 Feb 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5923821 The complaint Mr G, Mrs R, and X complain about the way Intact Insurance UK Limited (‘Intact’) handled a subsidence claim they made on their property insurance policy. Mr G has acted as the main representative during the claim and complaint process. So, for ease of referenc... (4 pages)View decision -
Decision Reference DRN-5915357
10 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5915357 The complaint Mrs A complains that Monzo Bank Ltd failed to reimburse her after she fell victim to a job scam and that it closed her account without explanation. What happened Mrs A has explained she was actively looking for employment when she was contacted via instant mess... (4 pages)View decision -
Decision Reference DRN-6047956
10 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6047956 The complaint Mr A is a sole trader, trading as Z. He complains Santander UK Plc gave notice in July 2025 that it planned to migrate his account, which is free from fees, to an account which incurs a monthly fee in October 2025. Mr A says this is unfair as, when he opened th... (3 pages)View decision -
Decision Reference DRN-5952219
10 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5952219 The complaint Mr J complains that Bank of Scotland plc (trading as Halifax) unfairly restricted his account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving my... (2 pages)View decision -
Decision Reference DRN-5852936
10 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5852936 The complaint Mrs S complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit ... (11 pages)View decision -
Decision Reference DRN-5964133
10 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-5964133 The complaint Mrs B has complained about Metro Bank PLC’s (“Metro”) handling of a CHAPS payment made from her account. What happened Mrs B refinanced a very large loan. Mrs B arranged for the proceeds of the new loan to be paid into her Metro account on Friday 23 May 2025. O... (3 pages)View decision -
Decision Reference DRN-5956753
10 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5956753 The complaint Ms G’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 ... (14 pages)View decision -
Decision Reference DRN-6003539
10 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6003539 The complaint Miss R is unhappy that a car supplied to her under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (‘MBFS’) was of an unsatisfactory quality. What happened In August 2024, Miss R was supplied with a used car through a hire purchase a... (4 pages)View decision -
Decision Reference DRN-6087322
10 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-6087322 The complaint Mr H has complained about the way British Gas Insurance Limited handled a claim under his home emergency insurance policy. References in this decision to British Gas include its agents. What happened Mr H made a claim to British Gas for a blockage in a toilet... (3 pages)View decision -
Decision Reference DRN-5944530
10 Feb 2026 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5944530 The complaint Miss J complains Brent Shrine Credit Union Limited trading as My Community Bank (MCB) acted irresponsibly by approving her for lending beyond her capacity to repay, without the repayments causing substantial financial distress. What happened In March 2023, Miss... (4 pages)View decision