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-5938079
10 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5938079 The complaint Mr K complains because BUPA Insurance Limited trading as Bupa (British United Provident Association) hasn’t paid his claim under a private medical insurance policy. What happened Mr K and his children are insured under a private medical insurance policy, provid... (3 pages)View decision -
Decision Reference DRN-5935004
10 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5935004 The complaint Miss B has raised several complaints about Topaz Finance Limited trading as Hyalite Mortgages. Miss B said that Hyalite are pursuing her for a shortfall which was outstanding when her property was sold following repossession. She has raised the following issues... (3 pages)View decision -
Decision Reference DRN-5574621
10 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5574621 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly when it granted and then increased his, current account overdraft limit when he was struggling financially. Mr B also complains about the granting of a credit card account by Monzo but that matte... (5 pages)View decision -
Decision Reference DRN-5502625
10 Nov 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5502625 The complaint B, a limited company, complains that Barclays Bank Plc failed to defend a chargeback against it for £2,000 and reported a default to the credit reference agencies. What happened In May 2024 a chargeback claim was raised against B for £2,000. Barclays wrote to B... (3 pages)View decision -
Decision Reference DRN-5929220
10 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5929220 The complaint Ms H complained because Accredited Insurance (Europe) Ltd declined her buildings insurance claim for damage to her home. What happened Ms H made a claim under her home insurance policy for some damaged bricks on the outside wall of her home. In her complaint s... (6 pages)View decision -
Decision Reference DRN-5794123
10 Nov 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5794123 The complaint Miss T complains about a car supplied under a hire purchase agreement, provided by Blue Motor Finance Ltd (‘BMF’). What happened Around April 2024 Miss T acquired a used car under a hire purchase agreement with BMF. The car is listed with a cash price of £19,9... (5 pages)View decision -
Decision Reference DRN-5842713
10 Nov 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5842713 The complaint Mr B complains eBay Commerce UK Ltd (Commerce) are pursuing him for money from a sale he made on eBay marketplace (marketplace). What happened On 4 March 2024, Mr B sold an item through marketplace. The payments were processed and managed by Commerce. Mr B post... (3 pages)View decision -
Decision Reference DRN-5503799
10 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5503799 The complaint Mrs S complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) has treated her unfairly in relation to its obligations stemming from a loan. What happened In March 2024, Mrs S took out a fixed sum loan agreement with Novuna. The l... (3 pages)View decision -
Decision Reference DRN-5672449
10 Nov 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5672449 The complaint Mr R complains that Sainsbury's Bank Plc (“Sainsbury’s”) irresponsibly provided him with a personal loan. Mr R is supported in bringing his complaint by a representative but for ease of reading, I’ll refer to Mr R throughout. What happened Sainsbury’s pr... (3 pages)View decision -
Decision Reference DRN-5768996
10 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5768996 The complaint Mrs S complains that National Westminster Bank PLC blocked her debit card whilst she was abroad causing her great inconvenience and embarrassment. What happened Mrs S told NatWest she would be travelling abroad. However, whilst away she said her debit card was... (2 pages)View decision
