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 386796 results
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Decision Reference DRN-5922575
24 Nov 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5922575 The complaint Mr K complains about the handling of his application for credit to pay for a car to supplied to him by Toyota Financial Services (UK) plc, trading as Lexus Financial Services. What happened Mr K applied to Lexus Financial Services for credit to pay for a car to... (3 pages)View decision -
Decision Reference DRN-5965252
24 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5965252 The complaint Mr S complains that Capital One (Europe) plc lent to him irresponsibly when it provided him with credit card accounts and increased his credit limits. What happened Capital One opened a credit card account for Mr S in April 2015 with a credit limit of £200. It ... (3 pages)View decision -
Decision Reference DRN-5957138
24 Nov 2025 LITHIA FINANCIAL SERVICES LIMITED Not upheldConsumer CreditDRN-5957138 The complaint Miss H complains that some protection products for a car that was supplied to her under a conditional sale agreement were mis-sold to her by Lithia Financial Services Limited, trading as Evans Halshaw. What happened A used car was supplied to Miss H under a con... (3 pages)View decision -
Decision Reference DRN-5374027
24 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5374027 The complaint Mrs H is unhappy, in summary, as she doesn’t think Aviva Limited (‘Aviva’) has correctly administered her reviewable Whole of Life policy held with it. And she feels this was mis- sold. What happened While I’ve taken all the submissions and available informati... (10 pages)View decision -
Decision Reference DRN-5709876
24 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5709876 The complaint Mrs B is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs B fell victim to a cruel job scam. After responding to an advert, she was contacted online by scammers offering her a role that... (5 pages)View decision -
Decision Reference DRN-5963390
24 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5963390 The complaint Mr G complains that his relationship with MotoNovo Finance Limited arising from a hire purchase agreement under which a car was supplied to him was unfair. He’s being represented by a legal adviser. What happened A used car was supplied to Mr G under a hire pur... (4 pages)View decision -
Decision Reference DRN-5972579
24 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5972579 The complaint Mr T is unhappy with several aspects of the service that he’s received from HSBC UK Bank Plc regarding his credit card account, including that a payment of £190 he made to HSBC wasn’t allocated to his account. What happened Mr T, who resides overseas, had a cr... (6 pages)View decision -
Decision Reference DRN-5919566
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5919566 The complaint C, a limited company, complains about the way National Westminster Bank PLC dealt with its commercial mortgage after it fell into arrears. C’s director, who I’ll refer to as Ms N, has dealt with the complaint on behalf of C. Ms N says her mental health has been... (4 pages)View decision -
Decision Reference DRN-5972400
24 Nov 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5972400 The complaint Miss M complains that a loan from Fairscore Limited, trading as Updraft, was unaffordable for her and that it was irresponsible for it to have lent to her. What happened Miss M applied to Updraft for a loan in July 2022 and she entered into a fixed sum loan agr... (3 pages)View decision -
Decision Reference DRN-5809780
24 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5809780 The complaint Mr E is unhappy with how Capital One (Europe) plc administered his credit card account. What happened Mr E took out a credit card with Capital One around December 2015. Mr E explained he was having problems logging into the Capital One app and with cancelling ... (3 pages)View decision
