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-5879312
10 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5879312 The complaint Mrs C has complained about British Gas Insurance Limited’s handling of the claim she made under her home emergency insurance policy. What happened The details of what happened are well known to both parties. So, I will just summarise them here. • Mrs C has a Ho... (2 pages)View decision -
Decision Reference DRN-5932621
10 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5932621 The complaint Mr R’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 ... (14 pages)View decision -
Decision Reference DRN-6013193
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6013193 The complaint A limited company, which I’ll refer to as ‘T’, is unhappy that HSBC UK Bank Plc didn’t apply a Pay As You Grow (“PAYG”) payment deferral holiday to its Bounce Back Loan (“BBL”) T’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr ... (4 pages)View decision -
Decision Reference DRN-6013632
10 Dec 2025 Extracover Limited UpheldInsuranceDRN-6013632 The complaint Mr A complains about Extracover Limited (EL) cancelling his policy and then taking money from his bank account as a result. What happened Mr A took out a van insurance policy through EL which started on 7 March 2025. It was a telematics policy which required Mr... (3 pages)View decision -
Decision Reference DRN-5989972
10 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5989972 The complaint Mr C complains that First Response Finance Limited won’t reimburse him for an insurance cancellation charge that he had to pay after he voluntarily terminated the hire purchase agreement under which a car had been supplied to him. What happened A used car was s... (2 pages)View decision -
Decision Reference DRN-6013544
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6013544 The complaint Mr and Mrs E complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Mr and Mrs E ar... (5 pages)View decision -
Decision Reference DRN-6008198
10 Dec 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6008198 The complaint Mrs M complains that a car that was supplied to her under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint last ... (6 pages)View decision -
Decision Reference DRN-5894900
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5894900 The complaint Mr and Mrs C complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money they lost as the result of scam. Mr and Mrs C have been represented in their complaint by a firm of solicitors. What happened The background to this complaint is ... (5 pages)View decision -
Decision Reference DRN-5894897
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5894897 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money he lost as a result of a scam. Mr C has been represented in his complaint by a firm of solicitors. What happened The background to this complaint is well known to the pa... (5 pages)View decision -
Decision Reference DRN-6013435
10 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6013435 The complaint Mr N complains that Nationwide Building Society (“Nationwide”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr N has said th... (3 pages)View decision