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 400695 results
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Decision Reference DRN-5922784
10 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5922784 The complaint Ms B and Mr G complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened Since 2009, Ms B and Mr G had been signed up to a newsletter with an introducer I’ll refer to as I. In one of the newsle... (3 pages)View decision -
Decision Reference DRN-5816408
10 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5816408 The complaint Mr W complains that MotoNovo Finance Limited trading as MotoNovo Finance (MotoNovo) recorded incorrect information on his credit file. What happened In March 2025, Mr W made an enquiry through a dealership about finance for a vehicle. The credit broker made enq... (2 pages)View decision -
Decision Reference DRN-5725898
10 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5725898 The complaint Mr D is unhappy with how Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (‘Novuna’) have reported his loan to the credit reference agencies (CRAs). Mr D is also unhappy with how Novuna engaged with him. What happened In June 2024 Mr D entered ... (3 pages)View decision -
Decision Reference DRN-5873242
10 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5873242 The complaint Mr B complains that NewDay Ltd acted irresponsibly when they agreed to a credit card account and subsequent credit limit increases. In bringing his complaint Mr B is represented by a third party. For ease of reading I will only refer to Mr B in my decision. Wha... (5 pages)View decision -
Decision Reference DRN-5778715
10 Nov 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5778715 The complaint Ms F complains that Pinnacle Insurance Limited declined a claim on her pet insurance policy. What happened In March 2025 Ms F took out insurance with Pinnacle for her cat. A few weeks later she took her cat to the vet for a check-up. The vet said her cat had se... (2 pages)View decision -
Decision Reference DRN-5939397
10 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5939397 The complaint Mr S’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 ... (4 pages)View decision -
Decision Reference DRN-5710305
10 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5710305 The complaint Mr Y complains that Monzo Bank Ltd will not reimburse funds he said he lost to a scam. Mr Y is represented by a firm, but for ease I have only referred to Mr Y in this decision. What happened The background to this complaint is well known to both parties, so I ... (3 pages)View decision -
Decision Reference DRN-5861080
10 Nov 2025 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-5861080 The complaint Mr C complains that he hasn’t received refunds he was due from Zilch Technology Limited (Zilch). What happened On 18 March 2025, Zilch issued four refunds totalling £93.65 to Mr C’s linked account held at a third-party bank. Three of the refunds were for £23.41... (2 pages)View decision -
Decision Reference DRN-5653263
10 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5653263 The complaint Mr Y and Ms A complain that Lloyds Bank PLC will not reimburse funds they lost to a scam. Mr Y and Ms A are represented by a firm, but for ease I have only referred to Mr Y and Ms A in this decision. What happened Between April and July 2024 Mr Y made payments ... (2 pages)View decision -
Decision Reference DRN-5713543
10 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5713543 The complaint Mr T complained about Admiral Insurance (Gibraltar) Limited’s market value offer for his car under his motor insurance policy. What happened After Mr T’s car was damaged in accident, Admiral decided that it was uneconomical to repair. After looking at motor tr... (3 pages)View decision