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 381196 results
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Decision Reference DRN-5470378
25 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5470378 The complaint Mr H has complained on behalf of J, a business, that J’s commercial property insurer, U K Insurance Limited, unfairly declined part of J’s claim for storm damage. What happened There was a storm in January 2024 and one of the buildings J owns suffered damage. ... (3 pages)View decision -
Decision Reference DRN-5705731
25 Sep 2025 Principal Insurance Limited Not upheldInsuranceDRN-5705731 The complaint Mr S’s complaint is about Principal Insurance Limited’s handling of his commercial vehicle insurance policy. What happened Principal Insurance is an insurance broker. In October 2024, Mr S arranged his commercial vehicle insurance through Principal Insurance, w... (3 pages)View decision -
Decision Reference DRN-5764870
25 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5764870 The complaint Mr K complained about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) dealt with a claim under Section 75 of the Consumer Credit Act 1974. What happened Mr K entered into a fixed sum loan agreement with Novuna for the purchase ... (4 pages)View decision -
Decision Reference DRN-5703744
25 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5703744 The complaint Mr T is unhappy with Wise Payments Limited trading as Wise. Mr T didn’t want to have an account any longer with Wise as he was using it to gamble. So, he asked Wise to close his account and stop him opening new ones. Mr T said after this he was still able to o... (4 pages)View decision -
Decision Reference DRN-5500238
25 Sep 2025 Saxo Capital Markets UK Ltd Not upheldInvestmentsDRN-5500238 The complaint Mr S complains of maladministration by Saxo Capital Markets UK Ltd on his trading account. He says this includes not upholding charging arrangements agreed with him for futures trading, being overcharged by $30,000, being double charged foreign exchange (FX) sp... (8 pages)View decision -
Decision Reference DRN-5748416
25 Sep 2025 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-5748416 The complaint Ms P has complained that Home Retail Group Card Services Limited trading as Argos Card (“HRG”) declined her claim under Section 75 of the Consumer Credit Act 1974. What happened In March 2025, Ms P ordered two electrical items from a supplier I’ll refer to as ... (4 pages)View decision -
Decision Reference DRN-5839210
25 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5839210 The complaint Ms C complains that Lendable Ltd was irresponsible in its lending to her. What happened Ms C was provided with a £10,000 loan by Lendable in March 2021. The loan term was 60 months, and Ms C was required to make monthly repayments of £261.86. Ms C said that the... (4 pages)View decision -
Decision Reference DRN-5678172
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5678172 The complaint Mrs T, via a representative, has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I w... (4 pages)View decision -
Decision Reference DRN-5543050
25 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5543050 The complaint Mr O says Lendable Ltd irresponsibly lent to him. What happened Mr O took out an instalment loan from Lendable in November 2020 for £1,700 over 24 months. The monthly repayments were £104.44 and there was an £82 loan fee that was paid at the start of the agreem... (4 pages)View decision -
Decision Reference DRN-5757906
25 Sep 2025 East End Fair Finance Limited Not upheldConsumer CreditDRN-5757906 The complaint Mrs C complains that East End Fair Finance Limited trading as Fair Finance (“Fair Finance”) irresponsibly provided her with seven short-term loans that she couldn’t afford. What happened Mrs C applied for and was approved for the following loans from Fair Fin... (5 pages)View decision
