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-5849565
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5849565 The complaint Mr W complains that Monzo Bank Ltd won’t refund him money he lost in an investment scam. Mr W is being represented by a professional representative, but for ease of reading I’ve just referred to Mr W throughout. What happened The circumstances surrounding this ... (3 pages)View decision -
Decision Reference DRN-5933262
7 Nov 2025 Propensio Finance Limited UpheldConsumer CreditDRN-5933262 The complaint Mrs F complains about how Propensio Finance Limited handled a claim she made under Section 75 of the Consumer Credit Act 1974 (“Section 75”). Throughout her complaint, a family member has represented Mrs F. But for ease, I’ll just refer to “Mrs F”. What happene... (5 pages)View decision -
Decision Reference DRN-5936993
7 Nov 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5936993 The complaint Mr W complains that ZILCH TECHNOLOGY LIMITED (‘Z’) did not dispute or block certain transactions for him. What happened The facts of this case are well known to both parties so I will only summarise them briefly. It reflects my role resolving disputes with mini... (4 pages)View decision -
Decision Reference DRN-5863915
7 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5863915 The complaint Mr C has complained that U K Insurance Limited (UKI) unfairly declined a claim under his home insurance policy. What happened Mr C made a claim for storm damage. UKI assessed the claim and declined it. It said there weren’t storm conditions around the time Mr ... (3 pages)View decision -
Decision Reference DRN-5937031
7 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5937031 The complaint Mr P’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 ... (3 pages)View decision -
Decision Reference DRN-5937037
7 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5937037 The complaint Mr N complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr N w... (2 pages)View decision -
Decision Reference DRN-5775948
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5775948 The complaint Mr B complains Santander UK Plc is forcing him to change to a different type of account. What happened Mr B has been a customer of Santander for over 30 years. Santander has told us that he’s had a 123 Lite Account since June 2018. In June 2025 Santander wrote ... (2 pages)View decision -
Decision Reference DRN-5575740
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5575740 The complaint Miss C complains that Nationwide Building Society (“Nationwide”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss C has exp... (3 pages)View decision -
Decision Reference DRN-5748936
7 Nov 2025 AutoMoney Limited UpheldConsumer CreditDRN-5748936 Complaint Miss O has complained about AutoMoney Limited’s (“AutoMoney”) actions in relation to a hire-purchase agreement. In essence, she’s unhappy with AutoMoney’s actions prior to the termination of this agreement. Background In August 2019, Miss O needed finance for a us... (8 pages)View decision -
Decision Reference DRN-5923406
7 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5923406 The complaint Mrs P is unhappy that National Westminster Bank Public Limited Company (NatWest) have been unable to explain why she received correspondence from them that referenced her personal data had been removed. What happened Mrs P had emailed NatWest in relation to a ... (2 pages)View decision
