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-6017149
12 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-6017149 The complaint Mr K is unhappy with the decision by U K Insurance Limited (UKI) following a claim for storm damage on his home insurance policy. UKI is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. UKI h... (6 pages)View decision -
Decision Reference DRN-5951585
12 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5951585 The complaint Mr S’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-5986508
12 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5986508 The complaint Mr A complains PayPal won’t refund him for items he sent out but didn’t receive back. What happened Mr A sold over £6,000 worth of goods to someone overseas, and they contacted PayPal to say the goods Mr A sent were counterfeit. PayPal asked Mr A for some in... (2 pages)View decision -
Decision Reference DRN-6017085
12 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6017085 The complaint Mr T’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Consumer Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with his under Section 140A of the Consumer Credit Act 197... (16 pages)View decision -
Decision Reference DRN-5918535
12 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5918535 The complaint Miss G complains that NewDay Limited (NewDay) trading as Marbles irresponsibly provided her with credit. What happened NewDay provided Miss G with a credit card in January 2019. The credit provided was £450. It was subsequently increased to £1,200 in July 201... (4 pages)View decision -
Decision Reference DRN-5837537
12 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5837537 The complaint Mr and Mrs F complain that Nationwide Building Society won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In 2022, Mr and Mrs F found out about an opportunity to invest in a building company. They had met on... (6 pages)View decision -
Decision Reference DRN-5611931
12 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5611931 The complaint Mr S complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well ... (3 pages)View decision -
Decision Reference DRN-5752518
12 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5752518 The complaint Ms N complains that Starling Bank Limited won’t refund the money she lost when she was the victim of a scam. What happened In September 2024, Ms N received a call from someone who said they worked for Starling and that her account had been compromised. She was... (3 pages)View decision -
Decision Reference DRN-5941143
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5941143 The complaint Mr and Mrs C’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)... (11 pages)View decision -
Decision Reference DRN-5721646
12 Dec 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5721646 The complaint Mr S, through his representative, complains that SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (“Secure Trust”) lent to him when he could not afford it by approving a car finance agreement for him. What happened Mr S took the car finance agreemen... (3 pages)View decision