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-5806629
31 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5806629 The complaint Mr C complains that Lloyds Bank PLC won’t reimburse payments he made as part of a scam. Mr C has referred the complaint via a representative, however I will just refer to Mr C throughout for ease. What happened The background to this complaint is well known to ... (3 pages)View decision -
Decision Reference DRN-5743728
31 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5743728 The complaint Ms N has complained about the way INTACT INSURANCE UK LIMITED (“Intact”) has handled her subsidence claim. All references to Intact in this decision include its appointed agents. What happened In February 2022, Ms N made a claim under her building and contents ... (3 pages)View decision -
Decision Reference DRN-6049267
31 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-6049267 The complaint Mr P is unhappy with the way AXA Insurance UK Plc handled his claim for a replacement rear windscreen under his motor insurance policy. When I refer to AXA it includes their agents. What happened In December 2024 Mr P put in a claim for a new rear windscreen ... (5 pages)View decision -
Decision Reference DRN-6015393
31 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6015393 The complaint Mr L is unhappy that Santander UK Plc failed to intervene when he used his credit card with them to invest in cryptocurrency. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail... (4 pages)View decision -
Decision Reference DRN-6026729
31 Dec 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-6026729 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (BMF) was not of a satisfactory quality. What happened In January 2024 Mr C was supplied with a used car through a hire purchase agreement with BMF. He paid a... (3 pages)View decision -
Decision Reference DRN-6048107
31 Dec 2025 Astrenska Insurance Limited UpheldInsuranceDRN-6048107 The complaint Mr and Mrs W have complained that Astrenska Insurance Limited trading as Collinson Insurance (‘Astrenska’) unfairly declined their claim. All reference to Astrenska includes any agents acting on its behalf. What happened Mr and Mrs W bought a single trip travel... (3 pages)View decision -
Decision Reference DRN-6049294
31 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6049294 The complaint Miss M’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against pay... (13 pages)View decision -
Decision Reference DRN-5961661
31 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5961661 The complaint Mr P is unhappy with the way a default on a credit agreement with Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (Novuna) was dealt with. When I refer to what Mr P has said and what Novuna have said, it should also be taken to include things s... (3 pages)View decision -
Decision Reference DRN-5990418
31 Dec 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5990418 The complaint Mr H complains about the switching process in relation to a mobile device that was supplied under a fixed sum loan agreement with Telefonica UK Limited trading as O2 (O2) What happened In January 2025, Mr H acquired a new mobile device through a fixed sum loan ... (3 pages)View decision -
Decision Reference DRN-5861505
31 Dec 2025 Investec Bank PLC Not upheldBanking and PaymentsDRN-5861505 The complaint A pension scheme trust which I’ll call ‘E’ complains that Investec Bank Plc didn’t close its account and transfer the account balance quickly enough which caused them a financial loss. The complaint is brought on E’s behalf by one of its trustees. What happen... (4 pages)View decision