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-5813960
5 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5813960 The complaint Mrs P complains (‘Barclays’) won’t refund the money she lost when she fell victim to a scam. What happened Mrs P was introduced to an investment opportunity through a friend who knew the directors of the company offering the investment. I’ll refer to the compa... (7 pages)View decision -
Decision Reference DRN-5988383
5 Dec 2025 British Gas Insurance Limited UpheldInsuranceDRN-5988383 The complaint Mrs A has complained that British Gas Insurance Limited (‘British Gas’) charged an excessive cancellation fee under her home care policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and representatives for the purposes of... (5 pages)View decision -
Decision Reference DRN-5998133
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5998133 The complaint Mr S complains Mitsubishi HC Capital UK PLC (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr S is represent... (15 pages)View decision -
Decision Reference DRN-5827365
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5827365 The complaint Mrs L complains that HSBC UK Bank Plc irresponsibly lent to her. What happened Mrs L was approved for a HSBC credit card in December 2023, with a £5,000 credit limit. Mrs L says that this was irresponsibly lent to her. Mrs L made a complaint to HSBC, who did no... (2 pages)View decision -
Decision Reference DRN-5999034
5 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5999034 The complaint Mr S complains that Aviva Insurance Limited declined a claim he made on his legal expenses insurance policy. Where I refer to Aviva Insurance Limited, this includes its agents and claims handlers acting on its behalf. What happened In August 2024 Mr S contacted... (4 pages)View decision -
Decision Reference DRN-5963356
5 Dec 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5963356 The complaint Mr A complains that National Savings and Investments (NS&I) won’t reissue a £9,000 cheque that they’ve said was sent to him. They’re now saying that he isn’t owed this money, but he wants the cheque reissued. What happened In March 2023, Mr A requested that... (2 pages)View decision -
Decision Reference DRN-5846093
5 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5846093 The complaint Miss G complains that Starling Bank Limited did not reimburse the funds she lost to a scam. What happened Miss G saw an advert on social media for a part time job where she could work from home. She reached out to the company and was then contacted on a messagi... (3 pages)View decision -
Decision Reference DRN-5997136
5 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5997136 The complaint Mr A complains that NewDay Ltd irresponsibly lent to him. What happened Mr A was approved for a NewDay branded credit card in December 2023 (which I will refer to as A in this decision), with a £900 credit limit. On the same day, Mr A was approved for a differe... (3 pages)View decision -
Decision Reference DRN-5887880
5 Dec 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5887880 The complaint Mr M complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his investment into a self-invested personal pension (‘SIPP’) when he says it shouldn’t have accepted business from the firm that introduced him to Options; Cale... (30 pages)View decision -
Decision Reference DRN-5959606
5 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5959606 The complaint Ms P complains that Santander UK Plc won’t refund her the money she says she lost in an investment scam. Ms P is being represented by a professional representative, but for ease of reading I’ll just refer to Ms P. What happened The circumstances surrounding thi... (3 pages)View decision