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-5989069
4 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5989069 The complaint Mr M complains that Motability Operations Limited (Motability) won’t let him cancel his car lease early. What happened Mr M has been leasing his current car through Motability since December 2023. In December 2024 he asked Motability to allow him to end his cur... (2 pages)View decision -
Decision Reference DRN-5644240
4 Dec 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5644240 The complaint Mr W complains through a third part representative that My Finance Club Limited (MFC) irresponsibly lent to him. Mr W also says the lending resulted in an unfair relationship. What happened MFC lent Mr W five loans, from the information provided, the details o... (3 pages)View decision -
Decision Reference DRN-5801912
4 Dec 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5801912 The complaint Mr M complains that Lendable Ltd trading as Zable irresponsibly lent to him. What happened Mr M was approved for a Zable credit card in March 2024, with a credit limit of £800. Mr M says that he was made bankrupt in 2019, and that this credit card was irrespons... (3 pages)View decision -
Decision Reference DRN-5859037
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5859037 The complaint Ms S complains National Westminster Bank PLC allowed her current account to go into an unarranged overdraft when it shouldn’t have. What happened Ms S purchased an item from an online retailer on 24 July 2025. I’ll refer to the retailer as ‘M’. At the time of ... (3 pages)View decision -
Decision Reference DRN-5989836
4 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5989836 The complaint Mr P complains that Nationwide Building Society (NBS) acted irresponsibly when they agreed to a credit card facility. What happened Around August 2022 Mr P applied for a revolving credit facility (credit card) with NBS. His application was successful with NBS i... (5 pages)View decision -
Decision Reference DRN-5965509
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5965509 The complaint Mrs H complains National Westminster Bank Public Limited Company (“NatWest”) hasn’t refunded funds she says she lost as the result of a scam and is unhappy with the service provided when she reported the scam. What happened Both parties are familiar with the c... (4 pages)View decision -
Decision Reference DRN-5735054
4 Dec 2025 Salary Finance Limited UpheldConsumer CreditDRN-5735054 The complaint Mr B complains that Salary Finance Limited (“SFL”) irresponsibly lent to him. Mr B says the lending was approved without proper consideration of his ability to afford it and SFL granting the loan made his financial circumstances worse. What happened From the i... (3 pages)View decision -
Decision Reference DRN-5991998
4 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5991998 The complaint Mrs M complains PayPal UK Ltd blocked her account without giving her a reason. What happened Mrs M received an email from PayPal to say her account had been suspended. Mrs M didn’t know why this was, so she spoke to PayPal and it told her to follow a link, wh... (3 pages)View decision -
Decision Reference DRN-5992786
4 Dec 2025 Masthaven Finance Limited UpheldMortgagesDRN-5992786 The complaint Ms E’s complaint is about a second charge mortgage she took in 2024 with Masthaven Finance Limited trading as Spring Finance. She considers that the mortgage was lent irresponsibly because Masthaven didn’t explore her sickness benefits to ensure the mortgage wo... (5 pages)View decision -
Decision Reference DRN-5777380
4 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5777380 The complaint Mr and Mrs H have complained that Liverpool Victoria Insurance Company Limited (LV) partly declined a claim they made on an annual travel insurance policy. As it is Mr H leading on the complaint, for ease, I will mostly just be referring to him in this decisio... (3 pages)View decision