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-5776610
3 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5776610 The complaint Mr S complains that Capital One (Europe) plc unfairly declined his request to increase the limit on his credit card. What happened Mr S opened a Capital One credit card in December 2024. In his application, Mr S provided details about his circumstances includi... (2 pages)View decision -
Decision Reference DRN-5988602
3 Dec 2025 Santander UK Plc UpheldMortgagesDRN-5988602 The complaint Mr and Mrs B complain about how Santander have treated them whilst the amount of arrears on their mortgage has been in dispute. What happened In February 2023, Mr and Mrs B applied for a new retention rate to be applied to their mortgage. In February 2024, thi... (3 pages)View decision -
Decision Reference DRN-5975384
3 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5975384 The complaint Mr M complains that Revolut Ltd is covering up hacking and other interference into his account and life from criminals working for a foreign government. What happened On 6 June 2025 Mr M received an email from Revolut stating he had logged into his account fro... (3 pages)View decision -
Decision Reference DRN-5829853
3 Dec 2025 HDI Global Specialty SE UpheldInsuranceDRN-5829853 The complaint Mr M complains that HDI Global Specialty SE unfairly declined a claim he made on his commercial property insurance policy after agreeing it would pay it. Reference to HDI includes its agents. What happened Mr M held a commercial insurance policy with HDI. Follo... (3 pages)View decision -
Decision Reference DRN-5875029
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5875029 The complaint A limited company, which I’ll call B, complains that the bank unfairly transferred its accounts to a debt collection agency. B is represented by its owner and director, who I’ll call Mr S. What happened In 2020, B took out a £50,000 bounce back loan (“BBL”). Fr... (3 pages)View decision -
Decision Reference DRN-5783422
3 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5783422 The complaint Mr F complains AXA Insurance UK Plc unfairly declined an accidental loss claim under a photography insurance policy. What happened The details of this complaint are well-known to the parties, so I won’t repeat them again. Instead, I’ll focus on the reasons for ... (2 pages)View decision -
Decision Reference DRN-5973610
3 Dec 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5973610 The complaint Ms C complains Mitsubishi HC Capital UK PLC trading as Novuna (Novuna), changed its processes, resulting in a kitchen she’d ordered being delayed and her finance agreement with Novuna being cancelled. What happened In May 2024, Ms C arranged for a company, I’ll... (4 pages)View decision -
Decision Reference DRN-5924772
3 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5924772 The complaint Mr C complains that the car he acquired through MONEYBARN NO.1 LIMITED (“Moneybarn”) wasn’t of satisfactory quality. He wants Moneybarn to refund him the costs he’s incurred as well as what he’s paid for the car. What happened Mr C entered a conditional sale ag... (3 pages)View decision -
Decision Reference DRN-5993140
3 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5993140 The complaint Mrs 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 her under Section 140A of the Consumer Credit Act 1974... (8 pages)View decision -
Decision Reference DRN-5879443
3 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5879443 The complaint Mr M, via a representative, has complained that Starling Bank Limited (“Starling”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything ... (3 pages)View decision