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-6002680
8 Dec 2025 Canada Life Limited Not upheldPensions and AnnuitiesDRN-6002680 The complaint Mr T is represented by his adviser. His online annuity application was submitted to Canada Life Limited (‘CLL’) on 17 February 2025. The original and revised quotes he received for the annuity, in the same month, confirmed a guaranteed payment period of 35 yea... (4 pages)View decision -
Decision Reference DRN-5730632
8 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5730632 The complaint Mr H and Mrs J complain that Bank of Scotland plc trading as Halifax (Halifax) didn’t do enough to prevent the loss they suffered when Mr H was the victim of a scam. The loss here came from a joint account, and a representative has been used to bring the compl... (3 pages)View decision -
Decision Reference DRN-5960593
8 Dec 2025 Topaz Finance Limited Not upheldMortgagesDRN-5960593 The complaint Mr C’s buy to let mortgage with Topaz Finance Limited trading as Hyalite Mortgages is in negative equity. He complains that the original valuation was inflated and he was prevented from making an informed choice about whether to go ahead with the mortgage. What... (3 pages)View decision -
Decision Reference DRN-5934673
8 Dec 2025 First Central Underwriting Limited UpheldInsuranceDRN-5934673 The complaint Mr B has complained about his car insurer First Central Underwriting Limited, he says it damaged his car during the course of undertaking insured repairs. What happened Mr B’s parked car was hit in June 2024, by an empty vehicle which had rolled down a hill. F... (6 pages)View decision -
Decision Reference DRN-6002258
8 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6002258 The complaint Mr B complains that Barclays Bank UK PLC trading as Tesco Bank hasn’t refunded a payment he made using his credit card. What happened In October 2024, Mr B paid for a modelling portfolio and support package for his daughter provided by a photography studio. He ... (4 pages)View decision -
Decision Reference DRN-5999328
8 Dec 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5999328 The complaint Miss T complains about the service Onmo Limited provided when she tried to pay off her credit card. What happened Miss T held a credit card account with Onmo. In November 2023, Miss T was looking to consolidate borrowing, including her Onmo credit card through... (3 pages)View decision -
Decision Reference DRN-5864326
8 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5864326 The complaint Mr G’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... (10 pages)View decision -
Decision Reference DRN-5924378
8 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5924378 The complaint Mr M complains that his current account provider, Santander UK Plc, failed to give him a warning that might have prevented him falling victim to a scam. What happened Mr M banks with Santander. He sold an item online for an agreed price of around 2,700 euros. T... (3 pages)View decision -
Decision Reference DRN-6002203
8 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6002203 The complaint HSBC UK Bank Plc provided Mr W with a credit card in September 2008. It’s not clear what the credit limit was or if it was ever increased, but in December 2020 it was £6,500. On 14 January 2025, Mr W complained to HSBC saying had lent to him irresponsibly. What... (2 pages)View decision -
Decision Reference DRN-5966192
8 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5966192 The complaint Mr G is unhappy that Motability Operations Limited (MOL) terminated his hire agreement. When I refer to what Mr G and/or MOL said or did, it should also be taken to include things said or done on their behalf. What happened In April 2023, Mr G entered into a ... (3 pages)View decision