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 388057 results
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Decision Reference DRN-5998172
8 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5998172 The complaint Mrs A’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-5778644
8 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5778644 The complaint Mr M complains that Lloyds Bank PLC (Lloyds) are holding him liable for three loans he did not apply for. He also says that he did not authorise three large payments that left his account. What happened Mr M says on receiving a text message from Lloyds on 10 O... (5 pages)View decision -
Decision Reference DRN-5950254
8 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5950254 The complaint Mr M and Ms M complain that they were mis-sold landlord insurance policies by U K Insurance Limited trading as Direct Line (“UKI”). Mr M has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any... (3 pages)View decision -
Decision Reference DRN-6003646
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6003646 The complaint Mr C complains that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr C was the member of a timeshare provider (th... (2 pages)View decision -
Decision Reference DRN-5951586
8 Dec 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5951586 The complaint Mr V is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Financial Services have put things right following problems with the quality of a car financed using a hire purchase agreement. What happened In July 2021, Mr V entered into a h... (3 pages)View decision -
Decision Reference DRN-5995797
8 Dec 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5995797 The complaint Mr M complains that Capquest Debt Recovery Limited (Capquest) contacted him about a debt when they shouldn’t have as it was statute barred. What happened Mr M’s complaint centres around an account that the original lender defaulted on 5 December 2006 and sold t... (3 pages)View decision -
Decision Reference DRN-5982496
8 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5982496 The complaint Mr B complains that Lloyds Bank PLC has declined to reimburse payments he made as part of an investment scam. What happened Mr B made an enquiry with a company after seeing an advert online and was called by a representative he now believes was a scammer. Mr B ... (3 pages)View decision -
Decision Reference DRN-6004474
8 Dec 2025 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-6004474 The complaint Mr T complains that Financial & Legal Insurance Company Ltd (“Financial & Legal) unfairly declined a claim he made on his motor warranty policy. What happened Mr T held a motor warranty policy with Financial & Legal for his vehicle. He notified the... (4 pages)View decision -
Decision Reference DRN-5912017
8 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5912017 The complaint Mr E complains that Santander UK Plc failed to make sure a payment to his credit card went through. What happened Mr E has a credit card with Santander and a current account with another bank I’ll call M. Mr E logged into his Santander banking app to make a pay... (2 pages)View decision -
Decision Reference DRN-5831837
8 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5831837 The complaint Mr F is unhappy with the quality of a car financed using a hire purchase agreement from Black Horse Limited. What happened In July 2024 Mr F entered into a hire purchase agreement for a used car. The car was around nine years old and had been driven for 84,444 ... (3 pages)View decision