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 384134 results
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Decision Reference DRN-5921666
28 Nov 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5921666 The complaint Mr G complains about how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘NF’) handled a claim he made to it about a bathroom installation it financed. What happened The parties are familiar with the background details of this complaint – so I ... (13 pages)View decision -
Decision Reference DRN-5957385
28 Nov 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5957385 The complaint Mrs H complains that The Prudential Assurance Company Limited (“Prudential”) has failed to efficiently deal with enquiries she has made about a pension plan she holds with the firm. She says that when she enquired by telephone Prudential stated that it couldn’t... (3 pages)View decision -
Decision Reference DRN-5774822
28 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5774822 Complaint Mr D is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam. Background In early 2024, Mr D learned of an investment opportunity with a firm I’ll refer to as C. He saw an advert online, registered his interest and was subse... (4 pages)View decision -
Decision Reference DRN-5777645
28 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5777645 The complaint Mr K has complained his insurer, Admiral Insurance (Gibraltar) Limited, didn’t pay a fair settlement for his car under his motor insurance policy after it was stolen. What happened Mr K’s car was stolen. During the claim, his motor insurer, Admiral, ran some va... (4 pages)View decision -
Decision Reference DRN-5970323
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5970323 The complaint The estate of Mr P says HSBC UK Bank PLC (“HSBC”) refuses to refund it for unauthorised transactions on its account. This complaint has been brought by a representative of the late Mr P’s estate, for ease I will refer to them as “T”. And in the hope that both p... (3 pages)View decision -
Decision Reference DRN-5907441
28 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5907441 The complaint Mr M complains about the poor service he received from Vanquis Bank Limited (VBL). What happened Between May and June of 2025, Mr M says several calls to VBL were disconnected and no callbacks were made. He also says VBL re-debited £250 on 15 May 2025, just hou... (2 pages)View decision -
Decision Reference DRN-5604435
28 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5604435 The complaint Mrs and Mr M complain that Santander UK Plc (‘Santander’) declined to refund them after they said they lost £7,310 as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of wha... (6 pages)View decision -
Decision Reference DRN-5978190
28 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5978190 The complaint Mr W complains about the quality of a car he was financing through an agreement with MotoNovo Finance Limited (MotoNovo). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (3 pages)View decision -
Decision Reference DRN-5661362
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5661362 The complaint S, a limited company, complains that National Westminster Bank Plc won’t reimburse them for funds they lost to a scam. They’d like the funds returned to them along with interest. S has appointed representatives for this complaint, but for ease of reading I’ll o... (2 pages)View decision -
Decision Reference DRN-5806373
28 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5806373 The complaint Mr J says Aviva Insurance Limited wrongly declined to pay a claim he made on his motor insurance policy after his car was stolen. What happened Mr J made arrangements with a ‘meet and greet’ parking service at an airport under which he handed over his car for ... (2 pages)View decision
