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 383377 results
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Decision Reference DRN-5959651
18 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5959651 The complaint Miss B complains that Aviva Insurance Limited (Aviva) partly declined a claim made under her commercial property insurance policy. Where I’ve referred to Aviva, this also includes any agents acting on their behalf. What happened Miss B owns a property which s... (7 pages)View decision -
Decision Reference DRN-5771162
18 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5771162 The complaint Mr H is unhappy that Nationwide Building Society has closed his accounts as it believes he has been abusive towards staff members. Mr H has told us: • Nationwide is treating him unfairly in closing his accounts due to his behaviour. He doesn’t agree he behave... (3 pages)View decision -
Decision Reference DRN-5922036
18 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5922036 The complaint Mr E complains that Mitsubishi HC Capital UK PLC trading as Novuna was irresponsible in its lending to him. He wants a refund of all interest and charges on his loan and the removal of any adverse information from his credit file. What happened Mr E was provide... (3 pages)View decision -
Decision Reference DRN-5959452
18 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5959452 The complaint Mr Q is unhappy that MBNA Limited have sold his debt to a third-party agency. What happened Mr Q had an account which was defaulted by MBNA several years ago. MBNA initially transferred Mr Q’s account debt to a third-party debt collection agency (“DCA”). But Mr... (3 pages)View decision -
Decision Reference DRN-5956947
18 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5956947 The complaint Mr H complains about an installation of windows and doors financed by a fixed sum loan from Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will ... (4 pages)View decision -
Decision Reference DRN-5546500
18 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5546500 The complaint Mr L complains that Nationwide Building Society did not reimburse the funds he lost. What happened Mr L was looking to invest some funds and says he was approached by an unregulated introducer. He says that he was guaranteed returns and he went on to invest in ... (2 pages)View decision -
Decision Reference DRN-5959355
18 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5959355 The complaint Mrs 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 19... (12 pages)View decision -
Decision Reference DRN-5938997
18 Nov 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5938997 The complaint Mr C complained that West Bay Insurance Plc (“West Bay”) handled a claim against him unfairly under his motor insurance policy. What happened Mr C said a third party (“TP”) made a spurious claim against him. West Bay then decided he was responsible in light of ... (3 pages)View decision -
Decision Reference DRN-5959473
18 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5959473 The complaint Mrs N’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (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 19... (16 pages)View decision -
Decision Reference DRN-5892710
18 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5892710 The complaint Mr B is unhappy that HSBC UK Bank Plc (HSBC) hasn’t refunded payments he made after falling victim to a cryptocurrency-based, task scam. What happened In March 2025, Mr B was contacted online by what he thought was a recruitment agency. They offered him a job ... (4 pages)View decision
