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-5782799
3 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5782799 The complaint Mr A complains Metro Bank PLC unfairly restricted and closed his account and provided incorrect information about how he could access his funds, causing him inconvenience and costs. What happened Mr A held a current account with Metro Bank. In October and Novem... (3 pages)View decision -
Decision Reference DRN-5839872
3 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5839872 The complaint Miss A complains that Santander UK Plc refused to reimburse the loss she incurred when she fell victim to what she believes to be an investment scam. In bringing this complaint Miss A is supported by a professional representative that I’ll refer to as ‘R’. Wh... (5 pages)View decision -
Decision Reference DRN-5968733
3 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-5968733 The complaint Mr R and the estate of Mrs R are unhappy with the assistance Mr and Mrs R received from U K Insurance Limited (UKI) under their travel insurance policy. All reference to UKI includes its medical assistance team and other agents. What happened Mr and Mrs R wer... (7 pages)View decision -
Decision Reference DRN-5782449
3 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5782449 The complaint Mrs B complains Liverpool Victoria Insurance Company Limited (LV) provided a poor level of communication, and unfairly settled a claim on her motor insurance policy. What happened Mrs B was involved in an incident in which she collided with a third-party vehicl... (2 pages)View decision -
Decision Reference DRN-5955034
3 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5955034 The complaint Mr R complains about what happened when he asked Santander UK Plc to cash some cheques for him which were drawn on an overseas bank, and in a foreign currency. What happened Mr R paid three US Dollar cheques into his Santander current account – two for $5,000 e... (4 pages)View decision -
Decision Reference DRN-5832975
3 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5832975 The complaint Mr A complains that Black Horse Limited trading as Land Rover Financial Services (Black Horse) mis-sold him a hire purchase agreement. When I refer to what Mr A or Black Horse have said or done, it should also be taken to include things said or done on their b... (4 pages)View decision -
Decision Reference DRN-5931422
3 Dec 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5931422 The complaint Mr J complains that MotoNovo Finance Limited is incorrectly reporting a hire purchase agreement on his credit file. What happened In May 2022, Mr J was supplied with a car through a hire purchase agreement with MotoNovo. In April 2023 Mr J told MotoNovo he woul... (4 pages)View decision -
Decision Reference DRN-5434658
3 Dec 2025 Just Retirement Limited Not upheldPensions and AnnuitiesDRN-5434658 The complaint Mr M is unhappy that Just Retirement Limited (Just) reduced the annuity quote he had been given. What happened Mr M’s adviser provided Just with information about his health. This information set out details about his cancer treatment. On 8 July 2024 Just pro... (3 pages)View decision -
Decision Reference DRN-5902769
3 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5902769 The complaint Mr C is unhappy that HSBC Bank Plc trading as first direct (“First Direct”) rejected his request for a refund on a credit card purchase. What happened In March 2020 Mr C bought a die cutter machine on his credit card for around £150 from an online supplier. Mr ... (4 pages)View decision -
Decision Reference DRN-5993135
3 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5993135 The complaint Mr A complains Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (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 him under Section ... (12 pages)View decision