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-5710706
4 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5710706 The complaint Mr H and Mrs H are unhappy with the decision made by U K Insurance Limited trading as Direct Line (UKI) when dealing with a claim under their home insurance policy. Mr H and Mrs H are both party to this complaint, and have appointed a representative to act on ... (3 pages)View decision -
Decision Reference DRN-5995618
4 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5995618 The complaint Ms R complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms R was approved for an Aqua credit card in April 2022, with a £1,200 credit limit. The credit limit was increased a further three times, in July 2022 (£2,450), November 20... (4 pages)View decision -
Decision Reference DRN-5995603
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5995603 The complaint Mrs 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 her under Section 140A of the Consumer Credit Act 197... (13 pages)View decision -
Decision Reference DRN-5995496
4 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5995496 The complaint Mr G is unhappy with Barclays Bank UK PLC. Barclays cancelled a standing order Mr G set up. Mr G thinks Barclays should check with him first before cancelling the standing order. What happened Mr G set up a standing order to pay another party who I’ll refer to ... (5 pages)View decision -
Decision Reference DRN-5915449
4 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5915449 The complaint Mr B complains Revolut Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened Mr B opened an account with Revolut around March 2024. In May he received a payment from a third-party, through a bank transfe... (3 pages)View decision -
Decision Reference DRN-5864442
4 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5864442 The complaint Mr D complains on behalf of the D Trust about the way Aviva Life & Pensions UK Limited has administered a whole of life policy. He says a significant premium increase was communicated at the last review, which is unfair, and a credible explanation hasn’t be... (6 pages)View decision -
Decision Reference DRN-5995628
4 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5995628 The complaint Mr H complains about a misrepresentation made in relation to a car supplied to him using a conditional sale agreement taken out with Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”). What happened In October 2023, Mr H acquired... (4 pages)View decision -
Decision Reference DRN-5595656
4 Dec 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5595656 The complaint The estate of Mrs T is unhappy with Skipton Building Society’s (Skipton’s) requirement for a Certificate of Confirmation to release funds from Mrs T’s ISA. They think that Skipton should have made them aware of this requirement sooner. Mr T (Mrs T’s husband) ha... (4 pages)View decision -
Decision Reference DRN-5994117
4 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5994117 The complaint Mr A complains that Capital One (Europe) plc closed his accounts with it unfairly. He says the bank’s actions were retaliatory following a claim he had made previously. What happened Mr A had two credit card accounts with Capital One which opened in April 2021 ... (2 pages)View decision -
Decision Reference DRN-5963196
4 Dec 2025 Santander UK Plc UpheldMortgagesDRN-5963196 The complaint Mr A and Mrs G complain that Santander UK Plc has treated them unfairly. They’ve said it hasn’t engaged meaningfully with them, particularly since November 2024, about long term forbearance options for their mortgage and that it has caused delays. What happened... (6 pages)View decision