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-5647934
27 Nov 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5647934 The complaint Mrs R complained because AXIS Specialty Europe SE declined her insurance claim for a damaged fence. Mrs R is represented in this matter by her husband; however as she’s the policyholder and to keep things simple I will only refer to Mrs R. Similarly, although... (3 pages)View decision -
Decision Reference DRN-5631878
27 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5631878 The complaint Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance provided Mrs B with an £8,000 loan in February 2021. It had a 60-month term, and the monthly repayments were £237.90. Mrs B says the loan was provided irresponsibly. What happened The details of t... (2 pages)View decision -
Decision Reference DRN-5858497
27 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5858497 The complaint Mr P complains that Wise Payments Limited won’t refund the money he says he lost as the result of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, Mr P holds a personal account wi... (3 pages)View decision -
Decision Reference DRN-5933925
27 Nov 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5933925 The complaint Miss B’s complaint is about how HSBC UK Bank Plc handled the joint mortgage from 2020 when she ceased living in the property. She also considers that the property should have been repossessed earlier than it was, and that would have resulted in a smaller shortf... (5 pages)View decision -
Decision Reference DRN-5958067
27 Nov 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5958067 The complaint Mr P complains that Barclays Bank UK PLC failed to notify him about his loan arrears. He’s also unhappy about the customer service he received. What happened In December 2007 Mr P took out a loan from Barclays. The terms and conditions of the loan state that th... (2 pages)View decision -
Decision Reference DRN-5929595
27 Nov 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5929595 The complaint Miss W is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) lent to her irresponsibly. What happened In October 2024, Miss W applied for a loan with CCB, saying the purpose of it was to consolidate existing ... (4 pages)View decision -
Decision Reference DRN-5865463
27 Nov 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5865463 The complaint Miss O complains Salary Finance Loans Limited (SFL) approved a loan even though she had an existing external defaulted account. What happened Miss O says SFL approved a loan account for her in May 2020 for £20,000, even though at that time she had defaulted on ... (3 pages)View decision -
Decision Reference DRN-5928505
27 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5928505 The complaint C, a limited company, complains about the way Aviva Insurance Limited has handled several claims under their legal expenses insurance (“LEI”) policy. Where I refer to Aviva, this includes the actions of its agents and claims handlers for which it takes respons... (3 pages)View decision -
Decision Reference DRN-5937505
27 Nov 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5937505 The complaint Mr B complains that Scottish Equitable Plc trading as Aegon is no longer providing him with online access to his pension. And contributions haven’t been applied. He says he cannot see the current state of his pension and due to the lack of online access he may ... (4 pages)View decision -
Decision Reference DRN-5950711
27 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5950711 The complaint Mrs S complains that Advantage Finance Ltd refused to let her reject a faulty car. What happened In March 2025 Mrs S acquired a second-hand car at a cost of £10,980. It was over eight years old and had covered over 75,000 miles. The cost was funded by a hire pu... (3 pages)View decision
