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-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 -
Decision Reference DRN-5887751
16 Oct 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5887751 The complaint Mr C complains Sainsbury’s Bank Plc hasn’t provided a refund for a transaction paid on his credit card, having made a Section 75 claim. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. As a brie... (4 pages)View decision -
Decision Reference DRN-5763669
16 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5763669 The complaint Mr S complains NewDay Ltd trading as Fluid (“NewDay”) hasn’t done enough to help get a refund for a transaction made on his credit card. What happened In February 2025, Mr S paid a merchant which I’ll call “F” for access to its demo trading platform, via his N... (4 pages)View decision -
Decision Reference DRN-5714348
16 Oct 2025 Motorpoint Limited Not upheldInsuranceDRN-5714348 The complaint Mr B complains that he was mis-sold a motor warranty by Motorpoint Limited. What happened Mr B purchased a vehicle from Motorpoint. Alongside that purchase, he bought some additional insurance policies. One of them was a motor warranty which amongst other thing... (3 pages)View decision -
Decision Reference DRN-5771427
16 Oct 2025 Carmoola Limited Not upheldConsumer CreditDRN-5771427 The complaint Mr L complains that Carmoola Limited trading as Carmoola reported his car, that was acquired under a hire purchase agreement, as stolen to the Police. What happened Around September 2023 Mr L acquired a used car under a hire purchase agreement with Carmoola. T... (5 pages)View decision -
Decision Reference DRN-5823895
16 Oct 2025 Lemonade Insurance N.V. Not upheldInsuranceDRN-5823895 The complaint Mr S has complained that Lemonade Insurance N.V. (“Lemonade”) declined a claim he made under his home contents insurance policy. What happened The background to this complaint is well known to both parties so I won’t repeat it again in detail here. In summary M... (2 pages)View decision -
Decision Reference DRN-5877496
16 Oct 2025 FIL Investments International UpheldPensions and AnnuitiesDRN-5877496 The complaint Mrs D complains that FIL Investments International (FIL) caused delays in her annuity purchase which meant she missed out on a guaranteed annuity quote. She says this will cause significant losses across her lifetime. What happened I set out the background to t... (5 pages)View decision