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 380824 results
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Decision Reference DRN-5463596
16 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5463596 The complaint Mr K complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr K throughout this decision. What happened The background is known to both part... (3 pages)View decision -
Decision Reference DRN-5576843
16 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5576843 The complaint Ms P complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) irresponsibly lent to her because it did not carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Ms P entered into a f... (5 pages)View decision -
Decision Reference DRN-5413911
16 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5413911 The complaint Mr M complains Metro Bank PLC unfairly blocked access to his account and provided poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. On 8 May 2024 Mr M attempted to make a... (4 pages)View decision -
Decision Reference DRN-5877541
16 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5877541 The complaint Miss S is unhappy with the liability decision made by AXA Insurance UK Plc (AXA) following a claim made by a third party on her car insurance policy. What happened In February 2024 Miss S’ car was involved in an incident involving a third party. She says the t... (4 pages)View decision -
Decision Reference DRN-5725188
16 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5725188 The complaint Miss M complains that U K Insurance Limited trading as Direct Line (UKI) didn't appropriately repair her car under the terms of her motor insurance policy after it was damaged in an accident. What happened In December 2024 Miss M’s car was damaged in an ac... (3 pages)View decision -
Decision Reference DRN-5885756
16 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5885756 The complaint Mr P has complained that U K Insurance Limited (‘UKI’) failed to provide an emergency service or reimbursement under his home emergency insurance policy. For the avoidance of doubt, the term ‘UKI’ includes reference to UKI’s agents and representatives. What ha... (5 pages)View decision -
Decision Reference DRN-5840163
16 Oct 2025 Nationwide Building Society Not upheldMortgagesDRN-5840163 The complaint Mr and Mrs S have complained about the advice they received in 2023 to take a five-year fixed rate product on their mortgage they hold with Nationwide Building Society. They’ve said the Nationwide mortgage adviser didn’t take their circumstances into account an... (5 pages)View decision -
Decision Reference DRN-5884036
16 Oct 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5884036 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance 1 (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... (15 pages)View decision -
Decision Reference DRN-5834001
16 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5834001 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary,... (4 pages)View decision -
Decision Reference DRN-5663329
16 Oct 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5663329 The complaint Mr H complains about an account he had with ZILCH TECHNOLOGY LIMITED (‘Z’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formali... (3 pages)View decision
