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 384133 results
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Decision Reference DRN-5970521
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5970521 The complaint Mrs S’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 1974... (11 pages)View decision -
Decision Reference DRN-5947601
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5947601 The complaint Ms H’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 1974 ... (11 pages)View decision -
Decision Reference DRN-5521036
2 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5521036 The complaint Mr and Mrs S complain that Santander UK Plc closed their accounts and failed to recognise transactions out of their joint account as suspicious. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brie... (2 pages)View decision -
Decision Reference DRN-5959764
2 Dec 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5959764 The complaint Ms L and Mr Q complain that HSBC UK Bank Plc refused to extend the term of their mortgage or agree to further borrowing. What happened Ms L and Mr Q have a mortgage with HSBC. They applied to HSBC for further borrowing of around £50,000 to consolidate some unse... (3 pages)View decision -
Decision Reference DRN-5947539
2 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5947539 The complaint Mr D and Miss K’s complaint is about the handling of a claim under a household buildings and contents insurance policy with esure Insurance Limited. Miss K has been the main correspondent on the complaint, so I will refer to her throughout. What happened Mr D a... (3 pages)View decision -
Decision Reference DRN-5967657
2 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5967657 The complaint Mr M complains about the quality of a motorbike he has been financing through an agreement with FIRST RESPONSE FINANCE LIMITED (who I’ll call First Response). What happened Mr M took receipt of a new bike in June 2025. He financed the deal through a hire purcha... (2 pages)View decision -
Decision Reference DRN-5975861
2 Dec 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5975861 The complaint Miss C complains that Zurich Insurance Company Limited turned down a medical expenses claim she made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are... (5 pages)View decision -
Decision Reference DRN-5698149
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5698149 The complaint Miss W complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. What happened Miss W was approved for a Tesco credit card in October 2018, with a £500 credit limit. I have set out the credit limit increases below: February 2019 £500 ... (7 pages)View decision -
Decision Reference DRN-5989582
2 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5989582 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) applied a policy damage excess to his claim rather than deal with it as a ‘windscreen’ claim with a lower excess. What happened Mr M had a car insurance policy with Admiral. His car was about... (3 pages)View decision -
Decision Reference DRN-5805175
2 Dec 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5805175 The complaint Mr and Mrs A were unhappy with delays to their claim and the settlement offered by Lloyds Bank General Insurance Limited (“Lloyds”) who were providing cover under a home insurance policy. What happened Mr and Mrs A accidentally caused significant water damage w... (3 pages)View decision
