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 384133 results
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Decision Reference DRN-5837964
2 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5837964 The complaint Mr B complains about a vehicle he acquired through a hire purchase agreement financed by BMW Financial Services (GB) Limited trading as Alphera Financial Services (BMW). What happened In April 2022 Mr B acquired a used car through a hire purchase agreement. Th... (4 pages)View decision -
Decision Reference DRN-5966280
2 Dec 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5966280 The complaint Miss K complains that Zopa Bank Limited was irresponsible in its lending to her. She wants all interest removed from her loans. What happened Miss K was provided with two loans by Zopa, the details of which are set out below. LoanDate Amount Term Monthly repaym... (5 pages)View decision -
Decision Reference DRN-5784649
2 Dec 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5784649 The complaint Mr W complains that Sainsbury’s Bank Plc closed his credit card account without notice. What happened Mr W says Sainsbury’s closed his account without giving him any notice and told him it was due to lack of use. He says he only discovered it was closed when h... (2 pages)View decision -
Decision Reference DRN-5989928
2 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5989928 The complaint Mrs U complains that Metro Bank PLC (Metro) won’t refund the money she lost after falling victim to a scam. Mrs U is represented by a third-party claims firm, but I will refer to Mrs U here. What happened The background to this complaint is well known to both... (5 pages)View decision -
Decision Reference DRN-5986437
2 Dec 2025 St. James's Place Wealth Management Plc Not upheldMortgagesDRN-5986437 The complaint This complaint’s about an equity release lifetime mortgage that Mrs C took out in 2023, on the advice and recommendation of St. James's Place Wealth Management Plc (SJP). The complaint is that the lifetime mortgage was mis-sold; Mrs C is represented here b... (3 pages)View decision -
Decision Reference DRN-5938208
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5938208 The complaint Mrs P’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... (11 pages)View decision -
Decision Reference DRN-5699948
2 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5699948 The complaint Miss D has complained about Lloyds Bank UK Plc’s decisions to increase her overdraft limit multiple times in November 2024 and January 2025. Miss D also complains about Lloyds’ decision to refused her application for an overdraft limit increase in late January... (8 pages)View decision -
Decision Reference DRN-5819374
2 Dec 2025 Unum Ltd Not upheldInsuranceDRN-5819374 The complaint Mrs L is unhappy with Unum Limited’s decision to decline her income protection claim. What happened Mrs L suffers with lower back pain, depression and anxiety. Following pain relief injections she received in February 2024, Mrs L said her symptoms became much w... (4 pages)View decision -
Decision Reference DRN-5926824
2 Dec 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5926824 The complaint Mr J complains that Astrenska Insurance Limited has turned down an unemployment claim he made on an income protection insurance policy. All references to Astrenska include the actions of its third-party administrators. What happened The background to this compl... (4 pages)View decision -
Decision Reference DRN-5724060
2 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5724060 The complaint Mr G is unhappy with how Wise Payments Limited (“Wise”) handled his chargeback claim. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which reflects my informal remit. In February 2025 Mr G booked accom... (5 pages)View decision
