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-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 -
Decision Reference DRN-5822530
19 Nov 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5822530 The complaint Miss E and Mr R complain that HSBC UK Bank Plc didn’t fully explain and misrepresented the terms of the fixed interest rate products applied to their mortgage. What happened Miss E and Mr R have a mortgage with HSBC which is split into three parts, with each pa... (4 pages)View decision -
Decision Reference DRN-5959941
19 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5959941 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (trading as Hitachi 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 19... (16 pages)View decision -
Decision Reference DRN-5854386
19 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5854386 The complaint Miss W complains that NewDay Ltd trading as Fluid (“NewDay”) irresponsibly lent to her. What happened In September 2022 Miss W applied for a credit card with NewDay. The application was accepted and she was given an initial limit of £2,500. The limit was incr... (3 pages)View decision