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-5918675
3 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5918675 The complaint Mr P complains that Black Horse Limited provided him with an unaffordable regulated hire purchase agreement. Mr P is represented by a claims management company, but for ease I’ve referred to all submissions as though they are his own. What happened In December... (3 pages)View decision -
Decision Reference DRN-5994338
3 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5994338 The complaint Mr B’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 197... (12 pages)View decision -
Decision Reference DRN-5939121
3 Dec 2025 Experian Limited Not upheldConsumer CreditDRN-5939121 The complaint Mr R complains about issues experienced with Experian Limited when trying to access his credit report and account online. What happened In April 2024 Mr R says he was unable to log in to access his Experian credit report and account, so he contacted Experian to... (3 pages)View decision -
Decision Reference DRN-5902892
3 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5902892 The complaint Miss G complains she was unable to make payments from her Nationwide Building Society account because of a faulty card reader it had supplied. She also complains about the general service she received. What happened In July 2025, while trying to pay her bills, ... (3 pages)View decision -
Decision Reference DRN-5800320
3 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5800320 The complaint Mr S is unhappy that AWP P&C SA declined a claim made under his travel insurance policy (‘the policy’) for medical costs he incurred whilst abroad. What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN-5989013
3 Dec 2025 Liverpool Victoria Financial Services Limited UpheldInsuranceDRN-5989013 The complaint Miss K complains about the way Liverpool Victoria Financial Services Limited (LV) handled a claim she made under her income protection insurance policy. She is also unhappy it has altered the terms of her income protection policy and life assurance policy What ... (7 pages)View decision -
Decision Reference DRN-5728414
3 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5728414 The complaint Mr S complains that Nationwide Building Society unfairly blocked his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (3 pages)View decision -
Decision Reference DRN-5904121
3 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5904121 The complaint Miss L is unhappy her bank, Starling Bank Limited, didn’t agree to raise a chargeback on a disputed purchase. What happened Miss L ordered some clothing from an online retailer, who I’ll call P, in June 2025. The total order was around £260, and Miss L paid usi... (4 pages)View decision -
Decision Reference DRN-5907640
3 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5907640 The complaint Mr A complains that Revolut Ltd unfairly closed his account. What happened Around October last year, Revolut provided Mr A with notice that his account would be closed in December, - pointing to his abusive behaviour against Revolut’s staff as the cause. After ... (2 pages)View decision -
Decision Reference DRN-5625142
3 Dec 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5625142 The complaint Mr C is unhappy as he doesn’t think that Aviva Life & Pensions UK Limited (‘Aviva’) has correctly administered the reviewable whole of life policy he holds with it. What happened I've outlined what I think are the key events and points involved in the... (8 pages)View decision