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-5120740
10 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5120740 The complaint Ms R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (trading at the time as Novuna Finance) (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 ... (11 pages)View decision -
Decision Reference DRN-5930022
10 Dec 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5930022 The complaint Mr G complains about the misallocation of payments made to his credit card he held with PayPal UK Ltd (“PayPal”). What happened Mr G held a credit account with PayPal. Mr G said he made purchases with his credit account and these purchases carried a promotion... (4 pages)View decision -
Decision Reference DRN-5954307
10 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5954307 The complaint Mr M complains Advantage Insurance Company Limited (Advantage) has settled the claim he made under his motor insurance policy on a proportionate basis. Mr M is being represented in this complaint by Miss M, who was the named driver on the policy. What happened ... (3 pages)View decision -
Decision Reference DRN-6012277
10 Dec 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-6012277 The Complaint Mr M and Ms D’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (11 pages)View decision -
Decision Reference DRN-5954790
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5954790 The complaint Miss P, with the assistance of a representative, complains National Westminster Bank PLC (NatWest) refused a time critical payment she authorised it to make. What happened Miss P explained she needed to pay for some work to be completed by a ‘well-established’ ... (4 pages)View decision -
Decision Reference DRN-5893597
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5893597 The complaint Mr L is unhappy that Santander UK Plc, has decided not to refund him, after he invested in what he now thinks is a scam. What happened I’m satisfied the circumstances of this complaint are well-known to both parties, as such I have summarised them briefly belo... (4 pages)View decision -
Decision Reference DRN-5551438
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5551438 The complaint A company which I’ll call ‘C’ complains that National Westminster Bank Public Limited Company (‘NatWest’) treated him unfairly when it closed his business account after it fell into arrears on its Bounce Back Loan. The complaint is brought on C’s behalf by its... (3 pages)View decision -
Decision Reference DRN-5737760
10 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5737760 The complaint Ms O says Starling Bank Limited (“Starling”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I see no need to repeat them in detail here. In short,... (3 pages)View decision -
Decision Reference DRN-5956124
10 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5956124 The complaint Mrs A complains that Barclays Bank UK PLC unfairly closed her accounts and withheld access to her funds. What happened Barclays closed Mrs A’s accounts in October last year because the bank established that she was no longer a UK resident. Mrs A says she hadn’t... (3 pages)View decision -
Decision Reference DRN-6009715
10 Dec 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6009715 The complaint Mr B complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the... (9 pages)View decision