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 392389 results
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Decision Reference DRN-5952746
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5952746 The complaint Mr K’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 him under Section 140A of the Consumer Credit Act 1974 ... (14 pages)View decision -
Decision Reference DRN-6079255
15 Jan 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6079255 The complaint Ms A complains that a car acquired under a conditional sale agreement with Stellantis Financial Services UK Limited (“Stellantis”) wasn’t of satisfactory quality when it was supplied to her. What happened Both parties are familiar with the background of this c... (4 pages)View decision -
Decision Reference DRN-6015215
15 Jan 2026 Scottish Widows Administration Services Limited Not upheldPensions and AnnuitiesDRN-6015215 The complaint Mr R complains that Scottish Widows Administration Services Limited (SWAS) failed to invest his pension transfers in line with his request. Instead, it first invested those transfers into the default fund. Mr R is a cautious investor and believes that the defau... (7 pages)View decision -
Decision Reference DRN-5782254
15 Jan 2026 Sky UK Limited Not upheldConsumer CreditDRN-5782254 The complaint Mrs M is unhappy with the way Sky UK Limited (“Sky”) has supported her with a problem with her phone. Mrs M has been represented at times by her son, but to keep things simple I’ll refer to Mrs M throughout. What happened Mrs M bought a mobile phone from Sky in... (4 pages)View decision -
Decision Reference DRN-6075827
15 Jan 2026 Northern Bank Limited Not upheldBanking and PaymentsDRN-6075827 The complaint Mr Y complains about how Northern Bank Limited treated him when he tried to make a cash withdrawal from his current account in a branch. What happened Mr Y banks with Northern Bank. He decided to buy a car and went into branch to withdraw £4,000 in cash to pay ... (2 pages)View decision -
Decision Reference DRN-5869450
15 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5869450 The complaint Mr R has complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined a claim he made under his policy when his valuable watch went missing. What happened On 21 March 2025, Mr R attended a wedding abroad. He said his watch had been left i... (4 pages)View decision -
Decision Reference DRN-5780458
15 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5780458 The complaint Miss W complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss W applied for a Capital One credit card in August 2021. Miss W’s told us that, at the time, she was... (3 pages)View decision -
Decision Reference DRN-5991817
15 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5991817 The complaint Miss D complains that Nationwide Building Society restricted her account when it recorded that mail it had sent to her had been returned undelivered. What happened In August 2025 Nationwide placed a no trace marker (or NTM) on Miss D’s account. An NTM is used w... (2 pages)View decision -
Decision Reference DRN-6081768
15 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6081768 The complaint Mr P is unhappy with Monzo Bank Ltd. Mr P said he is vulnerable to gambling harm and took serious steps to protect himself. Yet in August and September 2025 more than £12,000 left Mr P’s Monzo account and went to a merchant he could use for online gambling. W... (4 pages)View decision -
Decision Reference DRN-6081286
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6081286 The complaint Mr V complains Mitsubishi HC Capital UK PLC (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr V is represent... (13 pages)View decision