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 384133 results
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Decision Reference DRN-5979817
27 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5979817 The complaint A limited company, which I’ll refer to as ‘B’, complains about several aspects of the service it received from National Westminster Bank Public Limited Company (“NatWest”) regarding its Bounce Back Loan (“BBL”). B’s complaint is brought to this service by its d... (5 pages)View decision -
Decision Reference DRN-5976880
27 Nov 2025 Harvey & Thompson Limited UpheldConsumer CreditDRN-5976880 The complaint Miss O is complaining about administration issues she experienced when attempting to make payments to Harvey and Thompson Limited (H&T). What happened In March 2025, Miss O entered into a pawnbroking agreement with H&T. H&T lent her £240 and the agr... (3 pages)View decision -
Decision Reference DRN-5980397
27 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5980397 The complaint Mrs G’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 her under Section 140A of the Consumer Credit Act 19... (12 pages)View decision -
Decision Reference DRN-5963812
27 Nov 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5963812 The complaint Mr P complains about Motability Operations Limited’s (Motability) decision to terminate an agreement he has with them. Mr P has been represented by his wife but for ease I will refer only to him in this decision. What happened The detailed background to this co... (2 pages)View decision -
Decision Reference DRN-5749616
27 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5749616 The complaint Mr R complained that Ageas Insurance Limited (“Ageas”) didn’t provide for appropriate alternative accommodation for the full period he was unable to live at home due to fire damage, under his home buildings insurance policy. All references to Ageas include its ... (5 pages)View decision -
Decision Reference DRN-5783104
27 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5783104 The complaint Mr C complains Ageas Insurance Limited (Ageas) incorrectly recorded a claim on his motor insurance policy. Ageas are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Ageas have accepted it is... (2 pages)View decision -
Decision Reference DRN-5980414
27 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5980414 The complaint Miss R is unhappy with the service she has received from Clydesdale Bank Plc trading as Virgin Money. She said she received a parking ticket and contacted Virgin Money to ask for details about the transaction, but the call handler put the phone down on her twic... (2 pages)View decision -
Decision Reference DRN-5794309
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5794309 The complaint Mr L is unhappy Monzo Bank Ltd (“Monzo”) hasn’t offered him a refund after he complained about being the victim of a scam. What happened In early 2025, Mr L reached to a personal trainer (“B”). Mr L told B he was recovering from some poor mental and physical he... (4 pages)View decision -
Decision Reference DRN-5819561
27 Nov 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5819561 The complaint Mr F has complained that his commercial vehicle insurer, Haven Insurance Company Limited, refused to deal with a claim he made on his policy after the theft of his van. What happened In October 2023 Mr F’s van was stolen but it was recovered a few days later i... (5 pages)View decision -
Decision Reference DRN-5468031
27 Nov 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5468031 The complaint Mr R complains about the actions of New Wave Capital Limited (trading as Capital on Tap) who are pursuing him for a debt which is owed by his company. What happened Mr R told us: • His limited company which I’ll call ‘C’ took out a credit card facility with N... (3 pages)View decision
