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 393318 results
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Decision Reference DRN-5823683
10 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5823683 The complaint Ms B and Mr G complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened Since 2009, Ms B and Mr G had been signed up to a newsletter with an introducer I’ll refer to as I. In one of the newsle... (3 pages)View decision -
Decision Reference DRN-5629354
10 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5629354 The complaint Mrs O has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money she lost after falling victim to a scam. What happened In summary, in 2025 Mrs O was contacted by a scammer posing as a recruiter. They offered her a remote flexible job ... (2 pages)View decision -
Decision Reference DRN-5754318
10 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5754318 The complaint Mrs T’s complaint is about a claim she made on her Covea Insurance plc pet insurance policy, which Covea declined. Mrs T says Covea treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN-5785381
10 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5785381 The complaint Mrs O has complained that TSB Bank plc won’t refund the money she lost after falling victim to a scam. What happened In summary, in 2025 Mrs O was contacted by a scammer posing as a recruiter. They offered her a remote flexible job carrying out simple tasks for... (2 pages)View decision -
Decision Reference DRN-5922784
10 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5922784 The complaint Ms B and Mr G complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened Since 2009, Ms B and Mr G had been signed up to a newsletter with an introducer I’ll refer to as I. In one of the newsle... (3 pages)View decision -
Decision Reference DRN-5816408
10 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5816408 The complaint Mr W complains that MotoNovo Finance Limited trading as MotoNovo Finance (MotoNovo) recorded incorrect information on his credit file. What happened In March 2025, Mr W made an enquiry through a dealership about finance for a vehicle. The credit broker made enq... (2 pages)View decision -
Decision Reference DRN-5725898
10 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5725898 The complaint Mr D is unhappy with how Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (‘Novuna’) have reported his loan to the credit reference agencies (CRAs). Mr D is also unhappy with how Novuna engaged with him. What happened In June 2024 Mr D entered ... (3 pages)View decision -
Decision Reference DRN-5873242
10 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5873242 The complaint Mr B complains that NewDay Ltd acted irresponsibly when they agreed to a credit card account and subsequent credit limit increases. In bringing his complaint Mr B is represented by a third party. For ease of reading I will only refer to Mr B in my decision. Wha... (5 pages)View decision -
Decision Reference DRN-5778715
10 Nov 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5778715 The complaint Ms F complains that Pinnacle Insurance Limited declined a claim on her pet insurance policy. What happened In March 2025 Ms F took out insurance with Pinnacle for her cat. A few weeks later she took her cat to the vet for a check-up. The vet said her cat had se... (2 pages)View decision -
Decision Reference DRN-5939397
10 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5939397 The complaint Mr S’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 ... (4 pages)View decision