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-5753254
2 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5753254 The complaint Mr S complains on behalf of a branch of R, a national charity, that HSBC UK Bank Plc gave inaccurate advice about the procedures to follow to transition to a Charitable Incorporated Organisation (CIO) and its wish to retain its existing bank account. What happ... (3 pages)View decision -
Decision Reference DRN-5923129
2 Dec 2025 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. Not upheldInsuranceDRN-5923129 The complaint Mr A has complained that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. (Telefonica) unfairly declined a claim under his mobile phone policy. What happened Mr A made a claim for a phone he lost on public transport. Telefonica asked Mr A to provide... (4 pages)View decision -
Decision Reference DRN-5824197
2 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5824197 The complaint Mrs F believes that Revolut Ltd didn’t do enough to protect her from the financial harm caused by a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs F made numerous pay... (4 pages)View decision -
Decision Reference DRN-5925485
2 Dec 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5925485 The complaint Mr A complains about the way Haven Insurance Company Limited (“Haven”) dealt with a claim he made for damage to his home following a storm. What happened Mr A has home insurance with Haven. In December 2024 Mr A’s roof and carport suffered damage following a ... (3 pages)View decision -
Decision Reference DRN-5991069
2 Dec 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5991069 The complaint Mr A and Mrs A complain ARAG Legal Expenses Insurance Company Limited (“ARAG”) unfairly declined a claim they made on their landlord’s rent protection policy. What happened Mr and Mrs A made a claim on their policy with ARAG in November 2024 after their tenant... (4 pages)View decision -
Decision Reference DRN-5803360
2 Dec 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5803360 The complaint Mr A complains that PRA Group (UK) Limited trading as PRA Group (PRA) didn’t treat him fairly when dealing with his request to medically write off the debt he has with them. What happened Mr A has two accounts that are currently owned by PRA the first is a cred... (3 pages)View decision -
Decision Reference DRN-5978682
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5978682 The complaint Mr D complaint is about an overdraft given to him by National Westminster Bank Public Limited Company (NatWest). What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a sum... (4 pages)View decision -
Decision Reference DRN-5877633
2 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5877633 The complaint Mr E has complained about how Revolut Ltd (Revolut) handled a refund claim he made. What happened Mr E used his Revolut debit card to purchase tyres from a supplier I shall call ‘S’ in March 2025 to the sum of £262.56. He subsequently said they weren’t fit for ... (3 pages)View decision -
Decision Reference DRN-5681031
2 Dec 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5681031 The complaint Fairscore Ltd trading as Updraft (“Updraft”) provided Miss L with a loan for £7,000. This was to be repaid over 27 months at £352 a month. Miss L says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both par... (2 pages)View decision -
Decision Reference DRN-5775590
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5775590 The complaint Mrs W’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 1974... (12 pages)View decision
