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-5951892
12 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5951892 The complaint Mr K complains about the way PayPal UK Ltd handled his request for a refund. What happened The background to this complaint is well known by both parties so I’ll only summarise it here. Mr K placed an order with a retailer for several items in March 2025 costi... (2 pages)View decision -
Decision Reference DRN-6017213
12 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6017213 The complaint Mr N’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-5885466
12 Dec 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5885466 The complaint Mr C complains AmTrust Specialty Limited has unfairly declined a claim he’s made on his Premier building guarantee. At the time of the event Mr C complains of, AmTrust Speciality Limited was known under its previous registered company name, AmTrust Europe Limit... (3 pages)View decision -
Decision Reference DRN-5669949
12 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5669949 The complaint Mr A complains that HSBC UK Bank Plc hasn’t reimbursed the money he’s lost to a scam. What happened Mr A says he came across a company which I’ll refer to as ‘C’ on social media. In brief, C was claiming to offer investments in specific property units on the un... (5 pages)View decision -
Decision Reference DRN-5923987
12 Dec 2025 Alltrust Services Limited Not upheldPensions and AnnuitiesDRN-5923987 The complaint Mr J complains, with the help of a representative, about the fees he is being charged by Alltrust Services Limited trading as Alltrust (‘Alltrust’) for his Self-Invested Personal Pension (‘SIPP’) and the asset held within it. The asset is illiquid, and Mr J say... (5 pages)View decision -
Decision Reference DRN-5560314
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5560314 The complaint A trustee of a trust, which I’ll refer to as S, complains that Lloyds Bank PLC hasn’t reimbursed it after it was the victim of a scam. What happened In early 2024 the trust started researching suppliers to send goods overseas as part of the work the trust carr... (3 pages)View decision -
Decision Reference DRN-5901424
12 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5901424 The complaint Zopa Bank Limited (Zopa) provided Mrs N with a loan of £17,000 for home improvements in 2021. Mrs N says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The f... (2 pages)View decision -
Decision Reference DRN-5978143
12 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5978143 The complaint Mr H complains that Monzo Bank Ltd registered a Cifas marker against him and closed his account. As a resolution to his complaint, he wanted the immediate removal of the marker, an apology and £300 compensation for the distress and inconvenience caused. The de... (3 pages)View decision -
Decision Reference DRN-5880176
12 Dec 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5880176 The complaint S a limited company and residents association complains about what ARAG Legal Expenses Insurance Company Limited did after it made a claim on its residential property owners insurance policy. S is represented by its director, Mr K. What happened In January 2023... (4 pages)View decision -
Decision Reference DRN-5889457
12 Dec 2025 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-5889457 The complaint Mr G has complained that OneSavings Bank Plc trading as Kent Reliance (“Kent Reliance”) didn’t send him enough application forms to open new Demelza accounts. Mr G has also complained that he’d sent statements for 11 accounts, but Kent Reliance initially said i... (3 pages)View decision