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 392389 results
-
Decision Reference DRN-6112531
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6112531 The complaint Miss B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund her the money she lost in a romance and investment scam. What happened The circumstances surrounding this complaint are well known to both parties, so I’ve simply summ... (5 pages)View decision -
Decision Reference DRN-5962320
29 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5962320 The Complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer 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 ... (14 pages)View decision -
Decision Reference DRN-6056617
29 Jan 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-6056617 The complaint Mrs E has complained that Great Lakes Insurance UK Limited declined a claim she made on a travel insurance policy, and about poor claims and complaint handling. What happened Mrs E was on a cruise in March 2025 when she had a fall after disembarking the ship a... (3 pages)View decision -
Decision Reference DRN-6096637
29 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6096637 The complaint Mr K is unhappy Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VFS) has loaded a fraud marker against him for a motor finance agreement he says he didn’t apply for. Mr K has been represented at times, but to keep things sim... (4 pages)View decision -
Decision Reference DRN-5986438
29 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5986438 The complaint Mr S complained about the way HSBC UK Bank Plc dealt with a claim for a refund for flights he bought using his credit card. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here. In January 2025, Mr S... (5 pages)View decision -
Decision Reference DRN-6052315
29 Jan 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6052315 The complaint Mr W complains about INTACT INSURANCE UK LIMITED’s handling and settlement of a claim under a buildings insurance policy. Intact has been represented on the claim by its agents. All references to Intact include its agents. What happened Mr W had a buildings ins... (4 pages)View decision -
Decision Reference DRN-5896748
29 Jan 2026 Salad Finance Limited Not upheldConsumer CreditDRN-5896748 The complaint Mr C complains that Salad Finance Limited (Salad) irresponsibly provided him with a loan. What happened Salad provided Mr C with a loan of £1,000 in July 2023. The loan was for 18 months with a monthly repayment of £89.61. The total amount payable under the l... (3 pages)View decision -
Decision Reference DRN-5892940
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5892940 The complaint Mr B is complaining that Revolut Ltd hasn’t refunded payments he made as part of a scam. The complaint has been brought on Mr B’s behalf by a professional representative, but I’ll mainly refer to Mr B here. What happened Both parties are familiar with the circu... (4 pages)View decision -
Decision Reference DRN-5892317
29 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5892317 The complaint Mr B complains that J.P. Morgan Europe Limited trading as Chase has treated him unfairly regarding a transaction on his debit card for a hotel. What happened In May 2025, Mr B paid £1,424.57 to a booking platform, who I’ll call P, using his Chase debit card. Th... (3 pages)View decision -
Decision Reference DRN-5970672
29 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-5970672 The complaint Miss S complains that Lendable Limited (Lendable) irresponsibly provided her with a loan. What happened Lendable provided Miss S with a loan of £2,500 in March 2022. The loan was for 36 months with a monthly repayment of £92.54. The total amount payable under ... (3 pages)View decision