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-5978084
2 Dec 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5978084 The complaint Mrs S complains PayPal UK Ltd hasn’t credited her PayPal account with £880. What happened Mrs S had a fraudulent payment of £880 leave her PayPal account. PayPal agreed the payment wasn’t one Mrs S had authorised, so it agreed to refund her. Since Mrs S’ Pay... (2 pages)View decision -
Decision Reference DRN-5960757
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5960757 The complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer 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 ... (11 pages)View decision -
Decision Reference DRN-5775192
2 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5775192 The complaint Mrs H is complaining that Close Brothers Limited trading as Close Brothers Motor Finance (CBMF) shouldn’t have lent to her – she says the lending was unaffordable. Mrs H is represented in her complaint, but for ease I’ve written as if we’ve dealt directly with ... (3 pages)View decision -
Decision Reference DRN-5821814
2 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5821814 The complaint Mr H has complained that MotoNovo Finance Limited (MotoNovo) unfairly provided him with credit for a car. What happened In September 2020, Mr H entered into a finance agreement with MotoNovo for the purchase of a car as shown below. Date Amount of credit Te... (3 pages)View decision -
Decision Reference DRN-5958070
2 Dec 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5958070 The complaint Miss G says Nationwide Building Society, (‘Nationwide’) irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards some loans. She says she was already in financial difficulty when the loans were approv... (4 pages)View decision -
Decision Reference DRN-5959719
2 Dec 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5959719 The complaint Mr G complains about end of contract charges when he voluntarily terminated his agreement with Specialist Motor Finance Limited (SMF). What happened In April 2023 Mr G was supplied with a used car and entered into a hire purchase agreement with SMF. Mr G agreed... (2 pages)View decision -
Decision Reference DRN-5752412
2 Dec 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5752412 The complaint Ms G complains Lowell Portfolio I Ltd are asking her to repay two debts she says she’s already repaid. What happened As I understand it, Ms G had two accounts with a company I’ll refer to as R – a loan and an overdraft. Ms G says she repaid these accounts, and ... (3 pages)View decision -
Decision Reference DRN-5712089
2 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5712089 The complaint Ms S has complained that MONEYBARN NO.1 LIMITED trading as Moneybarn unfairly provided her with credit for a vehicle. What happened In November 2014, Ms S entered into a finance agreement with Moneybarn for the purchase of a car as shown below. Ms S settled th... (3 pages)View decision -
Decision Reference DRN-5935854
2 Dec 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5935854 The complaint Miss R complains Capquest Debt Recovery Limited trading as Erudio Student Loans won’t reinstate her student loans on the original terms. What happened As I understand it Miss R has three student loans with Erudio. Every year, subject to certain criteria, she’s ... (5 pages)View decision -
Decision Reference DRN-5988955
2 Dec 2025 Equifax Limited UpheldConsumer CreditDRN-5988955 The complaint Mr B complains Equifax Limited incorrectly added information to his credit report for someone else. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and th... (3 pages)View decision
