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-6008668
12 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6008668 The complaint Mr W’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 ... (13 pages)View decision -
Decision Reference DRN-6002124
12 Dec 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-6002124 The complaint Miss K complains about delays with a product switch for her buy to let mortgage with The Mortgage Works (UK) Plc. She asks for compensation. What happened Miss K has a buy to let mortgage with TMW. Her interest rate product was due to expire at the end of Septe... (2 pages)View decision -
Decision Reference DRN-5938991
12 Dec 2025 Alexanders Not upheldPensions and AnnuitiesDRN-5938991 The complaint Mr B complains that Alexanders gave him unsuitable advice in 1998 to transfer the defined benefits held in an occupational pension scheme (‘OPS’). He says that he will likely suffer a loss in retirement benefits. What happened In 1998 Mr B received a recommenda... (4 pages)View decision -
Decision Reference DRN-5113262
12 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5113262 The complaint Mr O complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost as a result. What happened Mr O had been aware of investing in cryptocurrency througho... (3 pages)View decision -
Decision Reference DRN-6019087
12 Dec 2025 Trading 212 UK Limited UpheldBanking and PaymentsDRN-6019087 The complaint Mr M complains about Trading 212 UK Limited’s (Trading 212) handling of his individual savings account (ISA) transfer. What happened Mr M held an ISA with Trading 212. He requested a transfer to another bank, which I’ll refer to as P. P then asked Trading 212 ... (3 pages)View decision -
Decision Reference DRN-5849007
12 Dec 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5849007 The complaint Mr N complains that Tesco Underwriting Limited unfairly handled a claim under his motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary, Mr N was involved in a road traffic accident in January 2025 a... (3 pages)View decision -
Decision Reference DRN-5821199
12 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5821199 The complaint Mr T complains Nationwide Building Society (“Nationwide”) didn’t reimburse him after he fell victim to a sophisticated investment scam. What happened Mr T was informed about an investment opportunity with a company I will refer to as “V” by an FCA regulated ind... (3 pages)View decision -
Decision Reference DRN-5836613
12 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5836613 The complaint Mr A has complained that his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), rejected a claim he made on his policy and said he had made a misrepresentation with regards to the ownership of the vehicle. Mr A’s complaint was referred to u... (4 pages)View decision -
Decision Reference DRN-5827642
12 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5827642 The complaint Mr S complains that Santander UK Plc unfairly recorded adverse information about him with fraud prevention agencies. What happened Around February 2020, following a review by Santander into some transactions carried out via Mr S’s account, the bank decided to l... (3 pages)View decision -
Decision Reference DRN-6018826
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6018826 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) 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)... (12 pages)View decision