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 386796 results
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Decision Reference DRN-6009980
19 Dec 2025 Exeter Friendly Society Limited Not upheldInsuranceDRN-6009980 The complaint Mr E is unhappy with how Exeter Friendly Society Limited (Exeter) handled a settlement of a claim on his income protection policy. What happened In 2021 Mr E took out an income protection policy through an independent financial advisor (IFA). The policy was un... (3 pages)View decision -
Decision Reference DRN-4903383
19 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4903383 The complaint Mr F 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 them under Section 140A of the Consumer Credit Act 1974 (... (10 pages)View decision -
Decision Reference DRN-6026913
19 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6026913 The complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (t... (13 pages)View decision -
Decision Reference DRN-6000845
19 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6000845 The complaint Miss B is unhappy with Lloyds Bank Plc. Miss B said she visited a branch and encountered several service issues. Her funds were wrongly taken from her current account causing her financial difficulties. Miss B said money she was withdrawing wasn’t counted in f... (4 pages)View decision -
Decision Reference DRN-6033910
19 Dec 2025 Wakam UpheldInsuranceDRN-6033910 The complaint Mr and Mrs T made a claim on their Wakam pet insurance policy for costs they’d incurred in relation to the cost of a behaviouralist, which Wakam declined. Mr and Mrs T say Wakam treated them unfairly and want them to settle their claim. What happened I issued ... (4 pages)View decision -
Decision Reference DRN-5929707
19 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-5929707 The complaint Mr F is unhappy with the way U K Insurance Limited (UKI) has handled the repairs of his vehicle following a claim on a motor insurance policy. What happened The circumstances of this case are well known to each party, but in summary, Mr F was involved in an inc... (3 pages)View decision -
Decision Reference DRN-6029355
19 Dec 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-6029355 The complaint Miss S has complained that St. Andrew’s Insurance plc has underpaid a claim she made on a mortgage payment protection insurance (PPI) policy. What happened Miss S became unemployed in May 2025 and therefore made a claim on the policy. The claim was accepted bu... (2 pages)View decision -
Decision Reference DRN-5376315
19 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5376315 The complaint Mr L complains that Santander UK Plc will not reimburse funds he lost to a scam. Mr L is professionally represented, for ease I have only referred to Mr L in this decision. What happened Mr L saw an advertisement on social media for what he thought was a genuin... (3 pages)View decision -
Decision Reference DRN-5988705
19 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5988705 The complaint Mr S complains about the information and service HSBC UK Bank Plc provided when he asked for information about a payment. What happened In October 2025, Mr S missed a call from HSBC and tried calling it back to find out what the call was about. When he spoke to... (2 pages)View decision -
Decision Reference DRN-5997663
19 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5997663 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 them under section 140A of the Consumer Credit Act 1974... (5 pages)View decision
