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 387322 results
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Decision Reference DRN-5858466
28 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5858466 The complaint Mrs C complains that Lloyds Bank PLC didn’t do enough to protect her from the financial harm caused by a romance scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (4 pages)View decision -
Decision Reference DRN-5988055
28 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5988055 The complaint Ms F’s complaint, in essence, is that Mitsubishi HC Capital UK PLC (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 (as amended) (the ‘CCA’) and (2) deci... (7 pages)View decision -
Decision Reference DRN-5910257
28 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5910257 The complaint Mrs A has complained that Ageas Insurance Limited (“Ageas”) unfairly deducted a salvage amount from her settlement after she chose to keep her vehicle following an accident. What happened Mrs A held a motor insurance policy with Ageas. In August 2025 she report... (2 pages)View decision -
Decision Reference DRN-6046364
28 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6046364 The complaint Mr R’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 him under Section 140A of the Consumer Credit Act 197... (11 pages)View decision -
Decision Reference DRN-6046356
27 Dec 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-6046356 The complaint Miss S complains Link Financial Outsourcing Limited trading as Asset Link Capital (which I’ll call “Asset Link”) unfairly declined her request to settle two loans using her credit card. What happened I issued my provisional decision on 12 December 2025. An ext... (3 pages)View decision -
Decision Reference DRN-5879707
27 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5879707 The complaint Miss V complains that Barclays Bank UK PLC didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is wel... (4 pages)View decision -
Decision Reference DRN-5885261
27 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5885261 The complaint Mr W complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known... (2 pages)View decision -
Decision Reference DRN-5782560
27 Dec 2025 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5782560 The complaint Mr P complains that PSI-Pay Ltd is holding it liable for a transaction which he says he didn’t authorise. What happened On 25 January 2025, Mr P authorised a payment of £39.99 from his ‘Pock-it’ account before receiving a message confirming the payment had bee... (3 pages)View decision -
Decision Reference DRN-5863284
26 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5863284 The complaint Mr W has complained that U K Insurance Limited (“UKI”) unfairly voided his home insurance policy due to a misrepresentation he says was an honest mistake. What happened Mr W took out a home insurance policy with UKI in March 2016 and this renewed each year. In ... (3 pages)View decision -
Decision Reference DRN-5755451
24 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5755451 The complaint Mrs A has complained that she is unhappy with the quality of a car she acquired in May 2024, using a hire purchase agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“BMWFS”). What happened Mrs A acquired a used Peugeot ... (6 pages)View decision