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 381196 results
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Decision Reference DRN-5655607
14 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5655607 The complaint Mrs S complains about charges Mitsubishi HC Capital UK PLC , trading as Novuna Vehicle Solutions, (Novuna) applied for damage at the end of her hire agreement. She would like these charges waived. What happened The details of this complaint are well known to b... (2 pages)View decision -
Decision Reference DRN-5576984
14 Jul 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5576984 The complaint Miss M has complained about the way Telefonica UK Limited trading as O2 administered a fixed sum loan agreement. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But to summarise, Mis... (3 pages)View decision -
Decision Reference DRN-5573923
14 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5573923 The complaint Mr S complains that American Express Services Europe Limited (“Amex”) collects his direct debit up to 14 days before the payment’s due date. What happened Mr S says that his British Airways Amex card offers a maximum of 56 days interest-free on purchases. Howe... (2 pages)View decision -
Decision Reference DRN-5517817
14 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5517817 The complaint Miss A has complained about how Clydesdale Bank Plc trading as Virgin Money handled her dispute with a third party merchant. What happened In November 2024, Miss A tried to pay a £50 deposit to a third party merchant, using her Virgin credit card. It didn’t go ... (2 pages)View decision -
Decision Reference DRN-5472953
14 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5472953 The complaint Mr S complains that Zopa Bank Limited have irresponsibly lent to him. What happened Mr S was approved for a Zopa credit card in March 2023 with a £2,500 credit limit. He says it was irresponsible for Zopa to approve his application based on his credit history, ... (3 pages)View decision -
Decision Reference DRN-5690389
14 Jul 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5690389 The complaint Mrs K has complained that Metro Bank PLC won’t refund the money she lost after falling victim to an alleged scam. What happened Over the course of several months in 2023, Mrs K received over £70,000 in credits into her Metro account from another individual. She... (3 pages)View decision -
Decision Reference DRN-5690142
14 Jul 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5690142 The complaint Mr C complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (‘Novuna’) – has unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘section 75’). Mr C has been, at various times, represented in his claim by his wi... (5 pages)View decision -
Decision Reference DRN-5547768
14 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5547768 The complaint Mr P and Mrs P are unhappy that Santander UK Plc declined to reimburse them after they lost money to an investment scam. Mr P and Mrs P are represented in this matter by a claims management company, but for ease of reading I will refer to Mr P and Mrs P through... (6 pages)View decision -
Decision Reference DRN-5677295
14 Jul 2025 Topaz Finance Limited Not upheldMortgagesDRN-5677295 The complaint Miss R complains that Topaz Finance Limited trading as Hyalite Mortgages unfairly took possession of a property she owned. She said there was borrowing taken fraudulently against the property without her knowledge. What happened On 8 August 1988, Miss R and two... (3 pages)View decision -
Decision Reference DRN-5663027
14 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5663027 The complaint Mrs E complains that Aviva Insurance Limited (“Aviva”) mistakenly applied a write-off category to her car following a claim for damage she made in 2021. In 2024 she tried to sell her car and discovered the error, which caused her distress and inconvenience. Som... (3 pages)View decision
