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-5919302
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5919302 The complaint Mrs P’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... (11 pages)View decision -
Decision Reference DRN-5653135
1 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5653135 The complaint Mr F complains that Santander UK Plc (“Santander”) won’t refund payment he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follo... (4 pages)View decision -
Decision Reference DRN-5915914
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5915914 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (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... (5 pages)View decision -
Decision Reference DRN-5780863
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5780863 The complaint Mr G has complained about the way his motor insurer, U K Insurance Limited (UKI), dealt with a claim he made on his policy after he was involved in an accident. What happened In January 2027, Mr G was involved in an accident where his car was damaged after ski... (3 pages)View decision -
Decision Reference DRN-5778456
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5778456 The complaint Mr R has complained about the decision by Admiral Insurance (Gibraltar) Limited (‘Admiral’) to decline elements of his claim under his home emergency insurance policy. For the avoidance of doubt, the term ‘Admiral’ includes reference to Admiral’s agents and con... (3 pages)View decision -
Decision Reference DRN-5934367
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5934367 The complaint Mr F’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 ... (7 pages)View decision -
Decision Reference DRN-5619065
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5619065 The complaint Mr P complains that Revolut Ltd failed to protect him from a scam. Mr P is being represented by a firm I will refer to as “W”. What happened In February 2024, Mr P found an investment opportunity online with a company I will call “O”, which offered the chance t... (4 pages)View decision -
Decision Reference DRN-5913763
1 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5913763 The complaint Ms I is unhappy with how she’s been treated by Santander UK Plc. She says Santander made an error in sending correspondence to an address in the UK when it was aware not to do this. She’s also unhappy that Santander asked her to provide sensitive information by... (3 pages)View decision -
Decision Reference DRN-5957962
1 Dec 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5957962 The complaint Mr M complains Tesco Underwriting Limited (Tesco) unfairly declined a claim he made on a motor insurance policy. What happened Mr M said his parked car was hit by a third party who admitted full liability for the incident. Mr M firstly made a claim for the dam... (3 pages)View decision -
Decision Reference DRN-5741468
1 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5741468 The complaint Mr R has complained that Assurant General Insurance Limited have refused to settle his claim without him returning the broken one. What happened Mr R’s phone broke, and he couldn’t turn it on or charge it, so he made a claim for a repair under his policy. Ass... (2 pages)View decision