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-5994944
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5994944 The complaint Mr 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 him under Section 140A of the Consumer Credit Act 1974... (11 pages)View decision -
Decision Reference DRN-5999922
5 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5999922 The complaint Mr A complained about the way American Express Services Europe Limited (AESEL) responded to his claim for money back for goods and services he bought using his credit card. What happened Mr A is represented in his complaint. But to keep things simple I have re... (4 pages)View decision -
Decision Reference DRN-5740606
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5740606 The complaint Mrs P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (... (7 pages)View decision -
Decision Reference DRN-5956896
5 Dec 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5956896 The complaint Mr G is unhappy with how SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as V12 Retail Finance (‘V12’) handled a claim under section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around March 2023 Mr G entered into a fixed sum loan with V12 to cov... (4 pages)View decision -
Decision Reference DRN-5760276
5 Dec 2025 CHARTWELL FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5760276 The complaint Mr B complains that Chartwell Financial Services Ltd trading as Chartwell Wealth Management (‘Chartwell’) provided him with negligent advice and as a result he has incurred a financial loss. Mr B has been represented by a third party in making his complaint, h... (8 pages)View decision -
Decision Reference DRN-4875180
5 Dec 2025 Scottish Widows Limited UpheldInsuranceDRN-4875180 The complaint The trustees (Mr and Mrs L) of the Trust are unhappy, in summary, as they don’t think Scottish Widows Limited (‘Scottish Widows’) has correctly administered the reviewable Whole of Life policy – a Flexible for Life Plan – held with it. Although Mrs L has large... (7 pages)View decision -
Decision Reference DRN-5999984
5 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5999984 The complaint Mr M complains about how U K Insurance Limited trading as NIG handled a claim for a stolen bike. Reference to NIG includes its agents and representatives. What happened Mr M held cover for an electric bike under his home insurance policy. Unfortunately, the b... (3 pages)View decision -
Decision Reference DRN-5937536
5 Dec 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5937536 The complaint Mr J says Aviva Life & Pensions UK Limited (‘Aviva’) mismanaged his personal pension between 2021 and 2025 (especially during 2022 and 2023), because it failed to monitor the performance of the pension’s underlying investments, failed to alert him to underp... (4 pages)View decision -
Decision Reference DRN-5995428
5 Dec 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5995428 The complaint Miss W says Blue Motor Finance Ltd (‘Blue Motor’) irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a car. She says that if it had made better checks, it w... (5 pages)View decision -
Decision Reference DRN-5782993
5 Dec 2025 AWP Assistance UK Ltd UpheldInsuranceDRN-5782993 The complaint Mr T and Mrs T complain AWP Assistance UK Ltd (AWP) mis-sold them travel insurance policies. This complaint has been brought by both Mr T and Mrs T, but as Mrs T has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened Th... (3 pages)View decision