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 382298 results
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Decision Reference DRN-5873242
10 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5873242 The complaint Mr B complains that NewDay Ltd acted irresponsibly when they agreed to a credit card account and subsequent credit limit increases. In bringing his complaint Mr B is represented by a third party. For ease of reading I will only refer to Mr B in my decision. Wha... (5 pages)View decision -
Decision Reference DRN-5778715
10 Nov 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5778715 The complaint Ms F complains that Pinnacle Insurance Limited declined a claim on her pet insurance policy. What happened In March 2025 Ms F took out insurance with Pinnacle for her cat. A few weeks later she took her cat to the vet for a check-up. The vet said her cat had se... (2 pages)View decision -
Decision Reference DRN-5939397
10 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5939397 The complaint Mr S’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 1974 ... (4 pages)View decision -
Decision Reference DRN-5710305
10 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5710305 The complaint Mr Y complains that Monzo Bank Ltd will not reimburse funds he said he lost to a scam. Mr Y is represented by a firm, but for ease I have only referred to Mr Y in this decision. What happened The background to this complaint is well known to both parties, so I ... (3 pages)View decision -
Decision Reference DRN-5861080
10 Nov 2025 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-5861080 The complaint Mr C complains that he hasn’t received refunds he was due from Zilch Technology Limited (Zilch). What happened On 18 March 2025, Zilch issued four refunds totalling £93.65 to Mr C’s linked account held at a third-party bank. Three of the refunds were for £23.41... (2 pages)View decision -
Decision Reference DRN-5653263
10 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5653263 The complaint Mr Y and Ms A complain that Lloyds Bank PLC will not reimburse funds they lost to a scam. Mr Y and Ms A are represented by a firm, but for ease I have only referred to Mr Y and Ms A in this decision. What happened Between April and July 2024 Mr Y made payments ... (2 pages)View decision -
Decision Reference DRN-5713543
10 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5713543 The complaint Mr T complained about Admiral Insurance (Gibraltar) Limited’s market value offer for his car under his motor insurance policy. What happened After Mr T’s car was damaged in accident, Admiral decided that it was uneconomical to repair. After looking at motor tr... (3 pages)View decision -
Decision Reference DRN-5939656
10 Nov 2025 Acorn Insurance & Financial Services Ltd Not upheldInsuranceDRN-5939656 The complaint Mr S complains about Acorn Insurance & Financial Services Ltd’s (Acorn) administration of his car insurance. What happened Mr S insured his car via Acorn, an insurance broker. On 8 April 2025 Mr S called Acorn to change the insured vehicle. This created an... (3 pages)View decision -
Decision Reference DRN-5939508
10 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5939508 The complaint Mr I is unhappy with how Santander UK Plc handled his request to retrieve money relating to a transaction he paid for using his credit card. What happened I issued my provisional decision to both parties explaining why I thought Mr I’s complaint should be uphe... (7 pages)View decision -
Decision Reference DRN-5931668
10 Nov 2025 FCE Bank Plc Not upheldConsumer CreditDRN-5931668 The complaint Miss B complains about the charges FCE Bank Plc, trading as Ford Credit (“FCE”) applied when she returned a car after her hire purchase agreement ended. What happened In October 2022, Miss B acquired a new car through a hire purchase agreement taken out with FC... (3 pages)View decision
