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 381082 results
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Decision Reference DRN-5801698
30 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5801698 THE COMPLAINT Mrs E complains that HSBC UK Bank Plc (“HSBC”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs E is represented by Refundee in this matter. However, where appropriate, I will refer to Mrs E solely in this decision for ease o... (5 pages)View decision -
Decision Reference DRN-5826244
30 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5826244 The complaint Mr F complains about a van supplied under a hire purchase agreement, provided by CA AUTO FINANCE UK LTD (‘CA’). What happened Around June 2024 Mr F acquired a used van under a hire purchase agreement with CA. The van is listed with a cash price of £16,190.40, ... (3 pages)View decision -
Decision Reference DRN-5779560
30 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5779560 The complaint Miss S has complained that Intact Insurance UK Limited (Intact) didn’t renew her home insurance policy that meant it didn’t later deal with a claim. What happened Miss S took out a policy with Intact in October 2023. In April 2025, Miss S made a claim under he... (4 pages)View decision -
Decision Reference DRN-5914704
30 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5914704 The complaint Mrs W’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 1974... (3 pages)View decision -
Decision Reference DRN-5869164
30 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5869164 The complaint Mr K complains HSBC UK Bank Plc trading as first direct won’t refund the money he says he lost to a scam. What happened Mr K came across a property investment opportunity with a company, “C”, that was being promoted by a property investment business he had been... (5 pages)View decision -
Decision Reference DRN-5896204
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5896204 The complaint Ms J complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest’) should pay her more compensation than it has so far offered, after admitting it provided poor service when it didn’t respond to her complaint about a payment error as promptly as it... (3 pages)View decision -
Decision Reference DRN-5685414
30 Oct 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5685414 The complaint Mr and Mrs T are unhappy that Tesco Underwriting Limited declined a claim under their home insurance policy for storm damage. What happened On 28 January 2025 Mr and Mrs T notified Tesco that the roof over their kitchen/utility room had been damaged by a storm... (2 pages)View decision -
Decision Reference DRN-5539629
30 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5539629 The complaint Mr and Mrs K complain that Barclays Bank UK PLC did not reimburse the funds they lost to a scam. What happened Mr and Mrs K were introduced to an investment opportunity through their son. He knew the director of a company that said it was investing in property ... (5 pages)View decision -
Decision Reference DRN-5698135
30 Oct 2025 Social Money Limited Not upheldConsumer CreditDRN-5698135 The complaint Mr T complains about a claim he made to Social Money Limited trading as Payl8r (‘SM’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with mini... (4 pages)View decision -
Decision Reference DRN-5867826
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5867826 The complaint Miss G complains Monzo Bank Ltd unfairly loaded a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (4 pages)View decision
