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-6024130
17 Mar 2026 J D Williams & Company Limited Not upheldConsumer CreditDRN-6024130 The complaint Miss S complains that J D Williams & Company Limited (J D Williams) acted irresponsibly when they agreed to lend to her. What happened In December 2022, Miss S opened a catalogue shopping account with J D Williams. She complains that they continued to incr... (3 pages)View decision -
Decision Reference DRN-6211840
17 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6211840 The complaint Mr C complains Starling Bank Limited (“Starling”) hasn’t refunded funds he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. In 2020 Mr C began communica... (3 pages)View decision -
Decision Reference DRN-5981534
17 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5981534 The complaint Mr A complains Revolut Ltd won’t refund an Automated Teller Machine (“ATM”) withdrawal which debited his account even though he says he didn’t receive the cash. What happened Mr A made a cash withdrawal on 12 July 2025. He said the cash was not dispensed but R... (2 pages)View decision -
Decision Reference DRN-6017404
17 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6017404 The complaint Mr E’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... (13 pages)View decision -
Decision Reference DRN-6194258
17 Mar 2026 FREEMANS PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6194258 The complaint Mr P complains that Freemans Public Limited Company (“Freemans”) lent to him irresponsibly. What happened In September 2018, Mr P applied for an account with Freemans which was approved and he was provided with a £100 credit limit. Freemans increased the limit ... (3 pages)View decision -
Decision Reference DRN-6189480
17 Mar 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-6189480 The complaint Miss C and Mr E complain that Intact Insurance UK Limited (‘Intact’) unfairly declined a claim they made on their property insurance policy. Miss C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will r... (3 pages)View decision -
Decision Reference DRN-5988045
17 Mar 2026 Highway Insurance Company Limited Not upheldInsuranceDRN-5988045 The complaint Mr D has complained about Highway Insurance Company Limited’s decision to meet only part of his claim following a Trace and Access (T&A) claim and escape of water claim under his home insurance policy. Mr D shares his policy with Ms H. As Mr D is the lead c... (3 pages)View decision -
Decision Reference DRN-6051261
17 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6051261 The complaint The Estate of the Late Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc T/A Novuna (the ‘Lender’) acted unfairly and unreasonably by deciding against paying his claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). ... (4 pages)View decision -
Decision Reference DRN-6169686
17 Mar 2026 SUCCESSION WEALTH MANAGEMENT LIMITED UpheldPensions and AnnuitiesDRN-6169686 The complaint Mrs G complains that Succession Wealth Management Limited (Succession Wealth) gave incorrect advice that she could make monetary gifts from her pension fund to her children free of tax. She says when Succession Wealth became aware that advice was incorrect it t... (6 pages)View decision -
Decision Reference DRN-6225212
17 Mar 2026 Lloyds Bank PLC UpheldMortgagesDRN-6225212 The complaint Miss C’s complaint is about a mortgage she has with Lloyds Bank PLC. She is unhappy with the administration of her mortgage since the beginning of 2024 as she says: • Lloyds did not send her the suspended possession order (SPO) when it was issued by the court i... (6 pages)View decision