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-5957544
2 Dec 2025 Nationwide Building Society Not upheldMortgagesDRN-5957544 The complaint Mr M complains that Nationwide Building Society is allowing his ex-partner to run a business from the mortgaged property. He says this puts the property, in which he has a financial interest, at risk. Mr M asks for compensation and a decision as to whether Nati... (2 pages)View decision -
Decision Reference DRN-5415850
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5415850 The complaint Miss F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) has unfairly held her liable for, and hasn’t refunded to her, transactions made on her NatWest account between March and June 2024. What happened The background to this complain... (2 pages)View decision -
Decision Reference DRN-5935069
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5935069 The complaint Mrs O’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... (14 pages)View decision -
Decision Reference DRN-5909096
2 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5909096 The complaint Mr S complains that HSBC UK Bank Plc misled him about the term of a cash ISA account, meaning that he couldn’t close the account when he expected to. What happened Mr S opened a fixed rate cash ISA with HSBC on 19 July 2024. In July 2025 he made arrangements to... (2 pages)View decision -
Decision Reference DRN-5861368
2 Dec 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5861368 The complaint Mrs B complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) has unfairly declined a claim and voided two pet insurance policies. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes... (3 pages)View decision -
Decision Reference DRN-5957552
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5957552 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (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 (as amended) (the ‘CCA’), (2) decid... (4 pages)View decision -
Decision Reference DRN-5939132
2 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5939132 The complaint Mr A complains that CA Auto Finance UK Ltd (“CAAF”) has unreasonably threatened to repossess a vehicle which he took under a hire purchase agreement and to end that agreement. What happened In October 2023 Mr A entered into a 49-month hire purchase agreement wi... (3 pages)View decision -
Decision Reference DRN-5848134
2 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5848134 The complaint J, a limited company complains that Starling Bank Limited blocked payments it wanted to make from its account. H is also unhappy about the service Staring provided. J’s complaint has been brought to our service by its director, Mr M. What happened The backgro... (4 pages)View decision -
Decision Reference DRN-5758414
2 Dec 2025 National House-Building Council UpheldInsuranceDRN-5758414 The complaint Mr and Mrs F complain that National House-Building Council (“NHBC”) has unfairly declined a claim under their Buildmark warranty. Any reference to Mr and Mrs F or NHBC includes respective agents or representatives. What happened The background of this complaint... (5 pages)View decision -
Decision Reference DRN-5643726
2 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5643726 The complaint Miss F complains that Clydesdale Bank Plc trading as Virgin Money are holding her liable for a transaction which she says she didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief... (3 pages)View decision
