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 391431 results
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Decision Reference DRN-5847521
19 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5847521 The complaint Mr S is complaining about Nationwide Building Society because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to a cruel scam after he was introduced to an investment scheme by a friend. In September and October 2... (3 pages)View decision -
Decision Reference DRN-5927840
19 Nov 2025 Evolution Lending Limited Not upheldMortgagesDRN-5927840 The complaint Mr R complains that Evolution Lending Limited mis-sold a secured loan to him. What happened In 2022, Mr R took out a third charge mortgage with Evolution. It was for £9,000 plus a product fee of £900 and a lender fee of £499 repayable over ten years on a variab... (3 pages)View decision -
Decision Reference DRN-5951550
19 Nov 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5951550 The complaint Ms A complains that Motability Operations Limited (Motability) unfairly terminated a hire agreement and recovered a car it had supplied. This complaint was referred to this service on Ms A’s behalf by a representative. For ease, I’ve only referred to Ms A thro... (3 pages)View decision -
Decision Reference DRN-5785972
19 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5785972 The complaint Mr B complains that HSBC UK Bank Plc won’t refund him the money he says he lost in an investment scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I haven’t set them out in detail here. Instead, I’ve summarised ... (2 pages)View decision -
Decision Reference DRN-5785948
19 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5785948 The complaint Mr B complains that HSBC UK Bank Plc won’t refund him money he says he lost in an investment scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I haven’t set them out in detail here. Instead, I’ve summarised what... (3 pages)View decision -
Decision Reference DRN-5849760
19 Nov 2025 Protector Insurance UK UpheldInsuranceDRN-5849760 The complaint Miss C complained that Protector Insurance UK declined a claim on her leasehold buildings insurance policy. What happened Miss C’s property is covered by a leasehold buildings insurance policy held with Protector. In late-April 2025, Miss C noticed water trappe... (3 pages)View decision -
Decision Reference DRN-5938197
19 Nov 2025 Fidelius Ltd UpheldPensions and AnnuitiesDRN-5938197 The complaint Mrs R has complained that she was given unsuitable advice in August 2017 by Fidelius Ltd to transfer her Defined Benefit (DB) pension to a personal pension resulting in a loss of valuable guarantees. What happened The investigator set out in his view a detaile... (8 pages)View decision -
Decision Reference DRN-5962517
19 Nov 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5962517 The complaint Mr D complains about the administration of his mortgage by The Mortgage Works (UK) Plc, including that it didn’t provide his mortgage documents and destroyed his belongings after his property was taken into possession. What happened Mr D took out a mortgage in ... (3 pages)View decision -
Decision Reference DRN-5962468
19 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5962468 The complaint Mr T’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-4600195
19 Nov 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4600195 The complaint Mr A’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 ... (10 pages)View decision