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-6042544
23 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6042544 The complaint Ms L’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 197... (8 pages)View decision -
Decision Reference DRN-6042402
23 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-6042402 The complaint Mr B and Ms K are unhappy that Aviva Insurance Limited declined a cancellation claim made under their travel insurance policy (‘the policy’). What happened Mr B and Ms K cancelled a holiday. They say Mr B was unwell the night before with severe sickness and di... (3 pages)View decision -
Decision Reference DRN-5891231
23 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5891231 The complaint Mr T complains that Revolut Ltd (Revolut, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to an investment scam. What happened Mr T found the scam via a social media platform in the summer of 2024. It was advertised as being endorsed ... (6 pages)View decision -
Decision Reference DRN-5884985
23 Dec 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5884985 The complaint Miss G is unhappy with the car supplied under the personal contract purchase agreement with CA AUTO FINANCE UK LTD (CA). When I refer to what Miss G and CA have said or have done, it should also be taken to include things said or done on their behalf. What ha... (5 pages)View decision -
Decision Reference DRN-5969670
23 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5969670 The complaint Mrs M complains that National Westminster Bank Public Limited Company (NatWest), won’t refund the money she lost to an investment scam. What happened There is limited information on the scam. In summary, Mrs M saw an investment opportunity on social media and,... (4 pages)View decision -
Decision Reference DRN-5790046
23 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5790046 The complaint Mr C complains Monzo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provid... (3 pages)View decision -
Decision Reference DRN-5979729
23 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5979729 The complaint A company I’ll call E complains that Santander UK PLC (Santander) introduced a monthly charge of £9.99 for its business account, having originally said business banking would be fee-free forever. E is represented by one of its directors, Mr H. What happened Mr... (3 pages)View decision -
Decision Reference DRN-6041279
23 Dec 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6041279 The complaint Mr R complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) haven’t done enough to remedy the fact his data was accessed in an IT security incident they experienced. What happened Lantern experienced an IT security incident in April ... (2 pages)View decision -
Decision Reference DRN-6040189
23 Dec 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6040189 The complaint Miss K complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) haven’t done enough to remedy the fact her data was accessed in an IT security incident they experienced. What happened Lantern experienced an IT security incident in Apri... (3 pages)View decision -
Decision Reference DRN-6025551
23 Dec 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6025551 The complaint Miss T complains that Lantern Debt Recovery Services Limited trading as Lantern are pursuing her for a debt that she believed had already been written off. What happened Miss T had a loan with a business I’ll refer to as A. A went into administration and Lanter... (3 pages)View decision