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-5759742
26 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5759742 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5759770
26 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5759770 The complaint Mrs O complained about Lloyds Bank General Insurance Limited (“Lloyds”) poor handling of her claim following an escape of water, under her home buildings insurance policy. What happened In November 2023 Mrs O noticed damage from a leak originating in her bathro... (3 pages)View decision -
Decision Reference DRN-5965346
26 Nov 2025 Tandem Bank Limited UpheldConsumer CreditDRN-5965346 The complaint Mr D’s complaint is, in essence, that Tandem Bank Limited 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (11 pages)View decision -
Decision Reference DRN-5964043
26 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5964043 The complaint Mr B complains that Oodle Financial Services Limited refused to terminate his hire purchase agreement at no cost to him when the car he had acquired was written off. What happened On 1 September 2024 Mr B acquired a second-hand car from a garage. This cost £16,... (2 pages)View decision -
Decision Reference DRN-5397669
26 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5397669 The complaint Mrs M complains that Metro Bank PLC (Metro) told her she wasn’t liable for the debts of her limited company, L, despite the fact that she was personally liable under the terms of a guarantee she had signed. Mrs M says that, if she knew the correct position, she... (3 pages)View decision -
Decision Reference DRN-5888049
26 Nov 2025 BISL Limited Not upheldInsuranceDRN-5888049 The complaint Mr R complains about BISL Limited trading as Budget Insurance Services (“BISL”) and the service they provided after he contacted them to make a claim on his motor insurance policy What happened The claim and complaint circumstances are well known to both parties... (4 pages)View decision -
Decision Reference DRN-5889984
26 Nov 2025 Alltrust Services Limited Not upheldPensions and AnnuitiesDRN-5889984 The complaint Mr L is concerned about how Alltrust Services Limited (‘Alltrust’) has handled his self- invested personal pension (‘SIPP’) since acquiring it, and that it has not provided him with the information and assurances he believes he’s entitled to. Mr L is represent... (7 pages)View decision -
Decision Reference DRN-5944503
26 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5944503 The complaint Miss B complains that Santander UK Plc didn’t pay her a cash incentive for switching her current account. What happened In June 2025 Santander offered a cash incentive of £180 for eligible accounts opened through the current account switching process. Miss B op... (2 pages)View decision -
Decision Reference DRN-5833555
26 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5833555 The complaint Mr J complains about how he was treated by staff in a branch of TSB Bank plc when he went there to pay in a cheque. What happened At the end of June 2025, Mr J went to a branch of TSB to pay in a cheque which was processed, asking for confirmation for his recor... (2 pages)View decision -
Decision Reference DRN-5975873
26 Nov 2025 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-5975873 The complaint Mr and Mrs O complain about the commission The Royal London Mutual Insurance Society Limited has paid to third parties in relation to their life assurance policy. What happened In 2002 Mr and Mrs O took out a reviewable whole of life assurance policy with Scott... (6 pages)View decision
