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 401363 results
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Decision Reference DRN-6298337
17 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6298337 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974... (9 pages)View decision -
Decision Reference DRN-6257218
17 Apr 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6257218 The complaint Mr P complains that Aviva Life & Pensions UK Limited turned down a claim he made on a group critical illness insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I consider ... (3 pages)View decision -
Decision Reference DRN-6073506
17 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6073506 The complaint Mrs S complains that Barclays Bank UK PLC (‘Barclays’) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But in summary, I unders... (4 pages)View decision -
Decision Reference DRN-6262368
17 Apr 2026 EBS Pensions Limited UpheldPensions and AnnuitiesDRN-6262368 The complaint Mr W has complained to EBS Pensions Limited (EBS Pensions) that it didn’t process a surrender request for one of the investments held in his self-invested personal pension (SIPP) quickly enough, which meant the intended dealing date was missed. Trading in the f... (6 pages)View decision -
Decision Reference DRN-6142551
17 Apr 2026 Quidie Limited Not upheldConsumer CreditDRN-6142551 The complaint Mr D complains that Quidie Limited trading as Fernovo (“Quidie”) lent to him irresponsibly. Mr D also complains about the complaint handling and Quidie’s treatment of him after the loan was approved. What happened Mr D took one loan with Quidie for £350 on 30 ... (4 pages)View decision -
Decision Reference DRN-6295627
17 Apr 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6295627 The complaint and what happened Mr S, via a representative, complains that Wise Payments Limited, trading as Wise, didn’t do enough to protect him when he fell victim to an investment scam. He made payments from his Wise account of over £100,000 between September and Decembe... (5 pages)View decision -
Decision Reference DRN-6298234
17 Apr 2026 PensionBee Limited Not upheldPensions and AnnuitiesDRN-6298234 The complaint Mr S is unhappy that PensionBee Ltd (“PB”) caused a delay when processing his pension transfer request from another pension provider. What happened The sequence of events here are known to both parties, and broadly not in dispute. There have been many communica... (6 pages)View decision -
Decision Reference DRN-6259850
17 Apr 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6259850 The complaint Mr G complains that Inter Partner Assistance SA (IPA), unfairly declined a claim made under his home emergency insurance and poorly handled the claim. What happened Mr G made a claim on his home emergency insurance in November 2025 as water was entering his pro... (3 pages)View decision -
Decision Reference DRN-5894607
17 Apr 2026 MP Payments UK Limited Not upheldBanking and PaymentsDRN-5894607 The complaint Mr K complains MP Payments UK Limited trading as Zing recorded a marker against him on a national fraud database. He doesn’t think it’s treated him fairly. What happened Mr K received payments into an account opened in his name. The payments were made through t... (2 pages)View decision -
Decision Reference DRN-6006052
17 Apr 2026 Acasta European Insurance Company Limited Not upheldInsuranceDRN-6006052 The complaint Mr G complains Acasta European Insurance Company Limited unfairly declined a claim under his furniture 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 ... (2 pages)View decision