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-5915913
9 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5915913 The complaint Mr B’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 ... (5 pages)View decision -
Decision Reference DRN-5913210
9 Dec 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5913210 The complaint Mrs H is unhappy that Liverpool Victoria Financial Services Limited have declined a claim she made on her income protection policy and cancelled it. What happened Mrs H claimed on her income protection policy following a diagnosis of breast cancer. LV declined ... (3 pages)View decision -
Decision Reference DRN-5948206
9 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5948206 The complaint Mr W complains PayPal UK Ltd stores his old passwords and this is a risk. What happened PayPal sent Mr W a message to say he needed to change his password. Mr W did this but couldn’t reuse any of his previous passwords. Mr W contacted PayPal to explain he th... (2 pages)View decision -
Decision Reference DRN-5941049
9 Dec 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5941049 The complaint M complains that Allianz Insurance Plc has unfairly considered a claim made on its commercial property insurance. M doesn’t think the decision made on a malicious damage and loss of rent claim, has been handled fairly and it would like Allianz to cover the loss... (3 pages)View decision -
Decision Reference DRN-5786472
9 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5786472 The complaint Mr and Mrs D complain Nationwide Building Society won’t refund an Automated Teller Machine (ATM) withdrawal, made by Mrs D, which debited their account even though she says she didn’t receive the cash. What happened Mrs D made a cash withdrawal on 27 May 2025;... (2 pages)View decision -
Decision Reference DRN-5853991
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5853991 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) stopped a payment and placed a block on his account. Mr M is unhappy with the level of service he received from Monzo when he tried to get the payment unblocked. What happened Mr M attempted to make a payment fo... (4 pages)View decision -
Decision Reference DRN-5991604
9 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5991604 The complaint Miss H is unhappy that Inter Partner Assistance SA haven’t fully settled a claim she made on her travel insurance policy. What happened Miss H became unwell whilst on holiday with gastroenteritis and was admitted to hospital. She claimed on her travel insurance... (4 pages)View decision -
Decision Reference DRN-5950871
9 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5950871 The complaint Mr M is unhappy with Revolut Ltd’s Spare Change feature. Mr M says the feature has deducted over £1,000 since he activated it without his clear understanding. He said this feature has left him with a financial loss. What happened Mr M said on 22 July 2025 he di... (3 pages)View decision -
Decision Reference DRN-5682260
9 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5682260 The complaint Miss P complains that Monzo Bank Ltd (Monzo) won’t refund money she lost when she fell victim to a job scam. What happened In March 2025, Miss P was approached about a job opportunity by someone who claimed to work for a recruitment agency. After expressing in... (6 pages)View decision -
Decision Reference DRN-6005587
9 Dec 2025 Black Horse Limited UpheldConsumer CreditDRN-6005587 The complaint Mr V complains Black Horse Motor Limited trading as Black Horse acted irresponsibly by agreeing a hire purchase agreement he couldn’t afford to repay. What happened In August 2022 Mr V acquired a caravan financed by a hire purchase agreement from Black Horse. ... (8 pages)View decision