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-5917141
18 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5917141 The complaint Mr A complains that Santander UK Plc hasn’t reimbursed money he lost to a scam. What happened The background to this complaint is well-known to all parties, and the facts about what happened aren’t in dispute. And so I’ll be brief in my description of events he... (4 pages)View decision -
Decision Reference DRN-5851899
18 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5851899 The complaint Mr B complains that Nationwide Building Society delayed sending him a replacement debit card after he cancelled his existing debit card. What happened On 5 March 2025, Nationwide identified that a potentially fraudulent transaction was made using Mr B’s debit c... (2 pages)View decision -
Decision Reference DRN-5817746
18 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5817746 The complaint Mr N complains that Barclays Bank UK PLC won’t refund him the money he lost in an investment scam. What happened The circumstances surrounding Mr N’s complaint are well-known to both parties, so I haven’t repeated them in detail here. Instead, I’ve set out what... (4 pages)View decision -
Decision Reference DRN-5959651
18 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5959651 The complaint Miss B complains that Aviva Insurance Limited (Aviva) partly declined a claim made under her commercial property insurance policy. Where I’ve referred to Aviva, this also includes any agents acting on their behalf. What happened Miss B owns a property which s... (7 pages)View decision -
Decision Reference DRN-5771162
18 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5771162 The complaint Mr H is unhappy that Nationwide Building Society has closed his accounts as it believes he has been abusive towards staff members. Mr H has told us: • Nationwide is treating him unfairly in closing his accounts due to his behaviour. He doesn’t agree he behave... (3 pages)View decision -
Decision Reference DRN-5922036
18 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5922036 The complaint Mr E complains that Mitsubishi HC Capital UK PLC trading as Novuna was irresponsible in its lending to him. He wants a refund of all interest and charges on his loan and the removal of any adverse information from his credit file. What happened Mr E was provide... (3 pages)View decision -
Decision Reference DRN-5959452
18 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5959452 The complaint Mr Q is unhappy that MBNA Limited have sold his debt to a third-party agency. What happened Mr Q had an account which was defaulted by MBNA several years ago. MBNA initially transferred Mr Q’s account debt to a third-party debt collection agency (“DCA”). But Mr... (3 pages)View decision -
Decision Reference DRN-5956947
18 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5956947 The complaint Mr H complains about an installation of windows and doors financed by a fixed sum loan from Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will ... (4 pages)View decision -
Decision Reference DRN-5546500
18 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5546500 The complaint Mr L complains that Nationwide Building Society did not reimburse the funds he lost. What happened Mr L was looking to invest some funds and says he was approached by an unregulated introducer. He says that he was guaranteed returns and he went on to invest in ... (2 pages)View decision -
Decision Reference DRN-5959355
18 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5959355 The complaint Mrs L’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 19... (12 pages)View decision