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-5879488
4 Dec 2025 Conister Bank Limited Not upheldBanking and PaymentsDRN-5879488 The complaint Mr R complains about Conister Bank Limited. Mr R is unhappy with delays when he applied for an account with Conister. What happened Mr R applied for a fixed deposit account with Conister on 24 July 2025. Conister emailed Mr R that day to confirm it will be in t... (3 pages)View decision -
Decision Reference DRN-5950774
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5950774 The complaint Mrs M visited a branch of National Westminster Bank Public Limited Company (NatWest) to withdraw a large sum of cash. When she left the branch, she was robbed, and the funds were stolen. Mrs M is being represented by her husband on this complaint, Mr M, who sta... (3 pages)View decision -
Decision Reference DRN-5995900
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5995900 The complaint Mr O’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 197... (12 pages)View decision -
Decision Reference DRN-5954287
4 Dec 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5954287 The complaint Mr K complains that charges applied by Santander Consumer (UK) PLC (SCF) at the end of a hire agreement for a car were unfair. He would like charges related to the late collection of the car waived. And the amount for damage to the car to be substantially redu... (2 pages)View decision -
Decision Reference DRN-5972924
4 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5972924 The complaint Mr C has complained about how Aviva Insurance Limited (Aviva) settled a claim under his mobile phone insurance policy. References to Aviva include companies acting on its behalf. What happened Mr C made a claim for damage to his phone. He completed an online ... (3 pages)View decision -
Decision Reference DRN-5971279
4 Dec 2025 My Pension Expert Limited UpheldPensions and AnnuitiesDRN-5971279 The complaint Ms C complains that My Pension Expert Limited (MPEL) made an error on her annuity application form which led to her receiving an incorrect amount of tax-free cash (TFC) and an incorrect annuity. This meant that her pension (with a provider I’ll refer to as prov... (6 pages)View decision -
Decision Reference DRN-5995901
4 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5995901 The complaint Mr F has complained that his bank, Santander UK Plc (‘Santander’), refused to refund money he lost when he fell victim to a scam. What happened I issued a provisional decision regarding this complaint last month and I said I was not considering upholding it. A... (7 pages)View decision -
Decision Reference DRN-5936734
4 Dec 2025 Connells Limited Not upheldInsuranceDRN-5936734 The complaint Mr and Mrs M complain about advice they received from Connells Limited in relation to protection cover on their mortgage. They say they have now been left without adequate cover for their needs. What happened In 2000, Mr and Mrs M received advice from a represe... (3 pages)View decision -
Decision Reference DRN-5886026
4 Dec 2025 Stripe Payments UK Limited Not upheldBanking and PaymentsDRN-5886026 The complaint A company, which I’ll refer to as K, complains that Stripe Payments UK Limited ceased providing services to it and closed its account. What happened K offers mortgage advice. K opened an account with Stripe in March 2025 to accept card payments through its webs... (2 pages)View decision -
Decision Reference DRN-5994980
4 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5994980 The complaint Mr T complains that TSB Bank plc unfairly restricted his account and asked him for information. What happened In July, TSB restricted Mr T’s account and asked him for information about payments he received. Mr T says he responded to TSB’s requests several times... (2 pages)View decision