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-5879515
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5879515 The complaint Mr T complains that Admiral Insurance (Gibraltar) Limited unfairly handled a claim under his motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary, Mr T has a motor insurance policy underwritten by A... (2 pages)View decision -
Decision Reference DRN-5887213
1 Dec 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5887213 The complaint Mr N complains about Somerset Bridge Insurance Services Limited trading as Go Skippy Insurance (“SBIL”) and the payments they took following the cancellation of his motor insurance policy. What happened The claim and complaint circumstances are well known to bo... (3 pages)View decision -
Decision Reference DRN-5782353
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5782353 The complaint Mr J complains about the actions taken by Revolut Ltd blocked a payment he wanted to make whilst he was abroad. What happened The background to this complaint is well known to both parties, so I will just outline key events here. Mr J had an account with Revo... (3 pages)View decision -
Decision Reference DRN-5945702
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5945702 The complaint Mrs R’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer 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-5919302
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5919302 The complaint Mrs 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 her under Section 140A of the Consumer Credit Act 1974... (11 pages)View decision -
Decision Reference DRN-5653135
1 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5653135 The complaint Mr F complains that Santander UK Plc (“Santander”) won’t refund payment he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follo... (4 pages)View decision -
Decision Reference DRN-5915914
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5915914 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (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... (5 pages)View decision -
Decision Reference DRN-5780863
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5780863 The complaint Mr G has complained about the way his motor insurer, U K Insurance Limited (UKI), dealt with a claim he made on his policy after he was involved in an accident. What happened In January 2027, Mr G was involved in an accident where his car was damaged after ski... (3 pages)View decision -
Decision Reference DRN-5778456
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5778456 The complaint Mr R has complained about the decision by Admiral Insurance (Gibraltar) Limited (‘Admiral’) to decline elements of his claim under his home emergency insurance policy. For the avoidance of doubt, the term ‘Admiral’ includes reference to Admiral’s agents and con... (3 pages)View decision -
Decision Reference DRN-5934367
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5934367 The complaint Mr F’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 ... (7 pages)View decision
