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-5951822
14 Nov 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5951822 The complaint Ms E’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance 1 (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 197... (21 pages)View decision -
Decision Reference DRN-5950003
14 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5950003 The complaint Mr H complains Admiral Insurance (Gibraltar) Limited (Admiral) hasn’t appropriately investigated the damage to his vehicle following the claim he submitted under his motor insurance policy. What happened The circumstances of this complaint will be well known to... (4 pages)View decision -
Decision Reference DRN-5780660
14 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5780660 The complaint Mr G’s complaint is about how Barclays Bank UK PLC trading as Barclaycard (‘Barclays’) handled a refund claim he made. What happened Mr G made three transactions in June 2023 to a merchant I shall call ‘D’ using his Barclays credit card totalling £7,080.00. Mr ... (2 pages)View decision -
Decision Reference DRN-5913229
14 Nov 2025 Openwork Limited Not upheldMortgagesDRN-5913229 The complaint Mr K complains that Openwork Limited trading as Just Mortgages didn’t arrange a remortgage for him which led to him being forced into a new fixed rate with his existing lender and tied to his ex-partner. What happened Mr K had a mortgage held in joint names wit... (3 pages)View decision -
Decision Reference DRN-5881801
14 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5881801 The complaint Mr S is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr S is being represented by a legal representative but, for ease of reading, I’ll only refer to Mr S in the decision. What happened The detailed background to this complai... (3 pages)View decision -
Decision Reference DRN-5696889
14 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5696889 The complaint Miss S complains that Lendable Ltd hasn’t provided sufficient redress in response to her upheld irresponsible lending complaint. She wants her loan to be written off. What happened Miss S was provided with a £4,000 loan by Lendable in March 2024. The loan term ... (2 pages)View decision -
Decision Reference DRN-5917430
14 Nov 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5917430 The complaint Miss K complains Lowell Portfolio I Ltd have sent letters regarding debts to an address they shouldn’t have. What happened Miss K has three debts with Lowell – and her complaint relates to three letters sent to an old address where an abusive ex-partner still l... (2 pages)View decision -
Decision Reference DRN-5874610
14 Nov 2025 Santander UK Plc Not upheldMortgagesDRN-5874610 The complaint Mr and Mrs H complain about poor service and lack of support from Santander UK Plc after the term of their interest only mortgage expired. What happened Mr and Mrs H took out an interest only mortgage in 2008. The term expired in 2018. Santander agreed a term e... (3 pages)View decision -
Decision Reference DRN-5907064
14 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5907064 The complaint Mr C and Mrs C have complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under their buildings insurance policy. References to Admiral include companies acting on its behalf. What happened Mr C and Mrs C made a claim follo... (3 pages)View decision -
Decision Reference DRN-5846221
14 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5846221 The complaint Mrs N is unhappy that Bank of Scotland Plc haven’t refunded money she lost as a result of a scam. Mrs N is being represented by a professional representative but for ease of reading I’ll only refer to Mrs N in the decision. What happened The detailed backgrou... (3 pages)View decision