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-5872936
4 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5872936 The complaint Mr K complains about the cancellation of his motor insurance policy by Haven Insurance Company Limited (Haven). He says the police wrongly said someone else was driving when his vehicle was pulled over, when he was driving. Haven cancelled the policy as only Mr... (3 pages)View decision -
Decision Reference DRN-5991569
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5991569 The complaint Mr F’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 them under Section 140A of the Consumer Credit Act 1974... (10 pages)View decision -
Decision Reference DRN-5930074
4 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5930074 The complaint Mrs H complains Revolut Ltd (“Revolut”) hasn’t refunded funds she says she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mrs H said she saw an investment... (3 pages)View decision -
Decision Reference DRN-5778189
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5778189 The complaint Mr P complains about the outcome of a chargeback claim he made under his debit card, provided by Monzo Bank Ltd. What happened Mr P says he saw a staff member I’ll refer to as ‘Q’ at a treatment centre I’ll refer to as ‘C’. Mr P says he approached C for insole... (3 pages)View decision -
Decision Reference DRN-5911784
4 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5911784 The complaint Mr W has complained American Express Services Europe Limited (Amex) acted unfairly when declining his claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It refl... (4 pages)View decision -
Decision Reference DRN-5754569
4 Dec 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5754569 The complaint Mr L complains that Salary Finance Loans Limited (“Salary Finance”) irresponsible lent to him. Mr L is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr L throughout. What happened In August 2023 Mr L applied for a loa... (2 pages)View decision -
Decision Reference DRN-5961289
4 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5961289 The complaint L, a partnership, complain that Santander UK Plc have decided to introduce charges on their business account, despite it being sold as fee free forever. What happened In 2002 L opened their business account with Abbey National (now Santander) – with the promis... (3 pages)View decision -
Decision Reference DRN-5941042
4 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5941042 The complaint Mr W has complained about delays Admiral Insurance (Gibraltar) Limited caused while dealing with a claim he made under his motor insurance policy. I can see our investigator limited the investigation up to 3 July 2025, which is the date Admiral sent their final... (3 pages)View decision -
Decision Reference DRN-5930096
4 Dec 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5930096 The complaint Mrs H complains Cynergy Bank Plc (“Cynergy”) hasn’t refunded funds she says she lost as the result of a scam and is unhappy with the service provided when she reported the scam. What happened Both parties are familiar with the circumstances of the complaint, s... (3 pages)View decision -
Decision Reference DRN-5994951
4 Dec 2025 Topaz Finance Limited UpheldMortgagesDRN-5994951 The complaint Mr O has complained about how he has been treated by Topaz Finance Limited trading as Hyalite Mortgages in respect of a mortgage shortfall from 2013. He said Hyalite intentionally used false information to demand money with menaces, have breached Financial Cond... (5 pages)View decision