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-6007603
9 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6007603 The complaint Mr and Mrs G complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”). Mr and Mrs G are represented in their complaint by a professional representative (“PR”). What happened This ... (3 pages)View decision -
Decision Reference DRN-5997482
9 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5997482 THE COMPLAINT Mrs B complains that HSBC UK Bank Plc (“HSBC”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs B is represented in this matter. However, where appropriate, I will refer to Mrs B solely in this decision for ease of reading. W... (3 pages)View decision -
Decision Reference DRN-5600824
9 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5600824 The complaint Mr N complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr N has explained that in Janua... (2 pages)View decision -
Decision Reference DRN-5971389
9 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5971389 The complaint Mr B complains about foreign transaction fees charged by TSB Bank plc (TSB). What happened Mr B holds a current account with TSB and has a debit card for the account. He was living abroad and used his debit card. He incurred foreign transaction fees of over £10... (3 pages)View decision -
Decision Reference DRN-5822964
9 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5822964 The complaint Mr G, as a representative of the estate of Mrs G, complains that INTACT INSURANCE UK LIMITED (Intact) unfairly declined a claim on a legal expenses insurance policy. Mr G (Mrs G’s son) refers the complaint on behalf of Mrs G’s estate. He was the point of contac... (4 pages)View decision -
Decision Reference DRN-5870920
9 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5870920 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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 (as amended) (the ‘CCA’), and (2) d... (13 pages)View decision -
Decision Reference DRN-5981022
9 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5981022 The complaint Mr Z complains about a car supplied under a hire purchase agreement, provided by MotoNovo Finance Limited. What happened Around September 2024 Mr Z acquired a used car under a hire purchase agreement with Motonovo. The car is listed with a cash price of £9,694... (4 pages)View decision -
Decision Reference DRN-5949248
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5949248 The complaint Mr A complains Monzo Bank Ltd (“Monzo”) restricted and later closed his accounts and did so without explanation. Mr A is also unhappy that Monzo made unreasonable requests for documents, which he didn’t have, to verify his address. Mr A says Monzo’s actions hav... (2 pages)View decision -
Decision Reference DRN-5994061
9 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5994061 The complaint Mr H’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 him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5820407
9 Dec 2025 Chubb European Group SE Not upheldInsuranceDRN-5820407 The complaint Mr H has complained that Chubb European Group SE declined the claim he made after his mobile phone was stolen, because his premium payments weren’t up to date. What happened In summer 2024, Mr H bought a new phone and service plan. The phone provider also sold... (2 pages)View decision