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-6066895
16 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6066895 The complaint Mr C’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by not cancelling his Fixed Sum Loan Agreement when he tried to cancel it and by not upholding his free-standing complaint about ... (3 pages)View decision -
Decision Reference DRN-6022982
16 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6022982 The complaint Mr M has complained about Nationwide Building Society declining his claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving disputes... (3 pages)View decision -
Decision Reference DRN-5952545
16 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5952545 The complaint Ms N complains that Revolut Ltd blocked her account without providing a proper explanation. She says this caused her unnecessary stress and worry for which she should be compensated. What happened Ms N has an account with Revolut. In April 2025, Revolut deci... (3 pages)View decision -
Decision Reference DRN-5923001
16 Mar 2026 Society of Lloyd's Not upheldInsuranceDRN-5923001 The complaint Mr D complains a claim was declined by Society of Lloyd’s (SoL) on his leisure home insurance policy. What happened Mr D suffered damage to the boiler in his static caravan. He raised a claim but it was declined. Unhappy, Mr D raised a complaint but SoL didn’t ... (2 pages)View decision -
Decision Reference DRN-5934804
16 Mar 2026 Tesco Underwriting Limited UpheldInsuranceDRN-5934804 The complaint Ms M has complained that Tesco Underwriting Limited unfairly declined a claim under her home insurance policy for trace and access cover. What happened In July 2024 Ms M took out a home insurance policy with Tesco. Under the policy she had cover of £5,000 for ... (2 pages)View decision -
Decision Reference DRN-6171082
16 Mar 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6171082 The complaint Miss U complains that Admiral Insurance (Gibraltar) Limited is responsible for mishandling her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2016. According to i... (4 pages)View decision -
Decision Reference DRN-6096834
16 Mar 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6096834 The complaint Mr S complains about the amount Advantage Insurance Company Limited paid him to settle a claim on his motor insurance policy after his car was declared a total loss. Reference to Advantage includes its agents. Mr S has been represented when bringing this compla... (4 pages)View decision -
Decision Reference DRN-6108440
16 Mar 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6108440 The complaint Mr M complains that the car he acquired through Motability Operations Limited (“MO”) wasn’t of satisfactory quality and he’s unhappy with the way in which MO has investigated his complaint. Mr M wants to be able to exchange the car for another one. What happene... (3 pages)View decision -
Decision Reference DRN-6220998
16 Mar 2026 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-6220998 The complaint Sainsbury’s Bank Plc provided Mr H with a credit card in 2018. It had a credit limit of £3,000. Mr H says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The ... (2 pages)View decision -
Decision Reference DRN-6227800
16 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6227800 The complaint Mr R complains that NewDay Ltd trading as Fluid (“NewDay”) lent to him irresponsibly in providing him with a credit card account that he couldn’t afford. For clarity, I’ll only be considering the last credit limit increase as a colleague has already decided th... (3 pages)View decision