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 388057 results
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Decision Reference DRN-5799728
9 Dec 2025 Santander UK Plc Not upheldPensions and AnnuitiesDRN-5799728 The complaint Mr R is represented. He previously had a Defined Benefits Pension (‘DBP’). In 1989, he transferred the DBP’s transfer value (around £8,400) into an Abbey National Retirement Investment Account (‘ANRIA’), and he contracted out of his State Earnings Related Pens... (5 pages)View decision -
Decision Reference DRN-5964328
9 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5964328 The complaint Miss P is unhappy that Nationwide Building Society (Nationwide) failed to assist her with a dispute she raised for transactions made on her debit card. What happened In June 2024, Miss P made multiple transactions to an IVF clinic based in a foreign country. Mi... (3 pages)View decision -
Decision Reference DRN-5676994
9 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5676994 The complaint Mr G has complained that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) unfairly provided him with two loans. What happened In April 2023, Mr G took out a £10,000 loan with Novuna over a term of 48 months. The loan was for home improv... (3 pages)View decision -
Decision Reference DRN-5941155
9 Dec 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5941155 The complaint Mr M complains MBNA Limited (MBNA) have unfairly recorded missed payments on his credit file. What happened Mr M says he entered into a debt arrangement scheme (DAS) with MBNA in November 2019, but MBNA have continued to report on his credit file missed payment... (3 pages)View decision -
Decision Reference DRN-5889086
9 Dec 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5889086 The complaint Ms M complains that Match the Cash Limited trading as Guarantormyloan.tv (MTC) didn’t sufficiently check whether she could sustain repayments for a loan she was a guarantor for. What happened Around September 2024 MTC approved a loan of £12,500 to a third party... (4 pages)View decision -
Decision Reference DRN-5952759
9 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5952759 The complaint Mrs G is unhappy that Legal and General Assurance Society Limited declined a claim she made on a life and critical illness policy. What happened Mrs G claimed on her life and critical illness policy. It was assessed on the basis of a claim for Total and Permane... (3 pages)View decision -
Decision Reference DRN-5710068
9 Dec 2025 GRATTAN PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5710068 The complaint Mr T complains GRATTAN PUBLIC LIMITED COMPANY trading as Kaleidoscope (“Grattan”) irresponsibly lent to him. Mr T is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr T throughout. What happened In January 2020, Mr T a... (3 pages)View decision -
Decision Reference DRN-5739684
9 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5739684 The complaint Mr U complains that Wise Payments Limited trading as Wise (Wise) unfairly blocked and closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief... (3 pages)View decision -
Decision Reference DRN-5985481
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5985481 The complaint Mr C complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr C is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr C himself. What... (3 pages)View decision -
Decision Reference DRN-5793750
9 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5793750 The complaint Mr L complains that the car he acquired through Zopa Bank Limited (“ZBL”) wasn’t of satisfactory quality. Mr L is represented in his complaint. For ease of reading, I shall refer to the submissions of both Mr L and his representative as having been made by Mr ... (4 pages)View decision