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-5998390
17 Mar 2026 Preferred Mortgages Limited Not upheldMortgagesDRN-5998390 The complaint Mrs H complains that Preferred Mortgages Limited continues to expect payments on her mortgage, even though the property was damaged by flooding some years ago. What happened Mrs H has a mortgage with Preferred. Preferred has appointed an administrator, a firm c... (2 pages)View decision -
Decision Reference DRN-5948497
17 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5948497 The complaint Mr C’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 ... (13 pages)View decision -
Decision Reference DRN-6123450
17 Mar 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6123450 The complaint Ms B complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Ms B says that in June and July 2022 she made two payments which totalled £600 to an individual wh... (2 pages)View decision -
Decision Reference DRN-6181914
17 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6181914 The complaint Mr G complains Revolut Ltd allowed him to make payments to a cryptocurrency trading platform, which resulted in him losing over £20,000 through leveraged cryptocurrency investments he made through the platform. What happened Mr G explained between August and No... (5 pages)View decision -
Decision Reference DRN-6098480
17 Mar 2026 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-6098480 The complaint Mr C complains about The National Farmers' Union Mutual Insurance Society Limited’s (‘NFU’s’) handling of his property insurance claim. Any reference to NFU includes the actions of its agents. What happened Mr C holds property insurance cover with NFU. I... (5 pages)View decision -
Decision Reference DRN-6128640
17 Mar 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6128640 The complaint Mr Y complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr Y says that he was approached by a company I’ll call ‘S’ in this decision and asked to buy art. He ... (5 pages)View decision -
Decision Reference DRN-5957889
17 Mar 2026 esure Insurance Limited UpheldInsuranceDRN-5957889 The complaint Mr L has complained esure Insurance Limited (esure) didn’t pay a fair settlement for his car under his motor insurance policy after it suffered water ingress. What happened Mr L’s car suffered water ingress and he made a claim on his motor insurance policy with... (3 pages)View decision -
Decision Reference DRN-6229734
17 Mar 2026 Legal and General Assurance Society Limited UpheldInsuranceDRN-6229734 The complaint Mrs M complains that Legal and General Assurance Society Limited (L&G) didn’t agree to pay her proportionate incapacity benefit after she made a claim on a personal income protection insurance policy. What happened The circumstances of this complaint are we... (4 pages)View decision -
Decision Reference DRN-6117864
17 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6117864 The complaint Mr C complains that HSBC UK Bank Plc provided poor service in relation to his current and credit card accounts. What happened Mr C holds a current account with an arranged overdraft. Mr C says he requested an increased overdraft limit on multiple occasions. Ins... (4 pages)View decision -
Decision Reference DRN-6209019
17 Mar 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-6209019 The complaint Around September 2025 Madison CF UK Limited trading as 118 118 Money provided Mr D with a £1,000 loan. It had a 12-month term with an APR of 78.8%, the total amount repayable was £1,363.32, and the monthly repayments were £113.61. Mr D says the loan was provide... (2 pages)View decision