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-6041676
22 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6041676 The complaint Mrs B’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... (7 pages)View decision -
Decision Reference DRN-5892203
22 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5892203 The complaint Ms A complains that Monzo Bank Ltd, is refusing to refund the money she lost as the result of a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Ms A says she heard about a... (4 pages)View decision -
Decision Reference DRN-5813337
22 Dec 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5813337 The complaint Mr H complains that Domestic & General Insurance Plc (“D&G”) declined a claim he made under his appliance insurance policy. What happened Mr H made a claim under his appliance insurance policy with D&G for a damaged games console. He said his childr... (2 pages)View decision -
Decision Reference DRN-6041590
22 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6041590 The complaint Mr B complains Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him un... (11 pages)View decision -
Decision Reference DRN-5900701
22 Dec 2025 American International Group UK Limited Not upheldInsuranceDRN-5900701 The complaint Ms D complains about how American International Group UK Limited (“AIG”) handled a claim she made after an item she sent abroad was damaged during shipping. What happened Ms D arranged to send a valuable item overseas in September 2024. Ms D took out an insura... (4 pages)View decision -
Decision Reference DRN-6041305
22 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-6041305 The complaint Mr B complains that Nationwide Building Society held an incorrect postcode on his personal profile since 2021 and failed to update it in a timely way when informed. What happened Mr B called Nationwide to check when the fixed rate deal on his mortgage would end... (2 pages)View decision -
Decision Reference DRN-5996130
22 Dec 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5996130 The complaint Mrs L complains that Great Lakes Insurance UK Limited offered a buildings and contents insurance policy without subsidence cover. Reference to Mrs L or Great Lakes includes their respective representatives and agents. What happened The circumstances of this c... (3 pages)View decision -
Decision Reference DRN-6041466
22 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6041466 The complaint Mr R complains about Clydesdale Bank Plc trading as Virgin Money’s (Virgin) decision to lend to him and about their management of his credit card account. What happened In April 2020, Mr R took out a credit card with Virgin. The card had an initial credit limi... (10 pages)View decision -
Decision Reference DRN-5919315
22 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5919315 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) was of an unsatisfactory quality. Mr M has been represented during the claim and complaint proce... (5 pages)View decision -
Decision Reference DRN-5956940
22 Dec 2025 Society of Lloyd's Not upheldInsuranceDRN-5956940 The complaint Mr R complains about how Society of Lloyd's trading as Lloyd's of London (“SoL”) dealt with a claim he made on a park home insurance policy. What happened The details are well known to both parties so I won’t repeat them again here. Instead, I will li... (3 pages)View decision