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-5556747
27 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5556747 The complaint Mr B complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance are holding him responsible for a £10,000 loan he says he applied for as part of a scam. Mr B is represented in this complaint, but I’ve referred mostly to him. What happened In Ma... (2 pages)View decision -
Decision Reference DRN-5164287
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5164287 The complaint Ms C complains that Revolut Ltd won’t return money she lost to a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. The transactions relevant to this complaint are as follows: Transaction Date... (3 pages)View decision -
Decision Reference DRN-5369411
27 Jun 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5369411 The complaint Mr S complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (Quidmarket) gave him which loans which were unaffordable. What happened A summary of Mr S’s borrowing can be found below. loan number loan amount agreement date repayment date number of m... (4 pages)View decision -
Decision Reference DRN-5217591
27 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5217591 The complaint Mr and Mrs B complain that Nationwide Building Society won’t refund money they lost to a scam. A firm represents Mr and Mrs B, but for ease, I have referred to Mr and Mrs B in my decision. What happened The background to this complaint is well known to both par... (3 pages)View decision -
Decision Reference DRN-5648900
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5648900 The complaint Mr K complains, through his representative, that NewDay Ltd trading as Aqua (“NewDay”) gave him a credit card and increased the limit without carrying adequate affordability checks. What happened A summary of Mr K’s credit limits can be found below. Date Even... (4 pages)View decision -
Decision Reference DRN-5386121
27 Jun 2025 Moneybarn Limited UpheldConsumer CreditDRN-5386121 The complaint Mr H complains about the administration of a conditional sale agreement with Moneybarn Limited (‘Moneybarn’). Mr H says that he has been treated unfairly by Moneybarn when he couldn’t pay the agreement. He also wanted to add a third party to the agreement, but ... (4 pages)View decision -
Decision Reference DRN-5651901
27 Jun 2025 EE Limited UpheldConsumer CreditDRN-5651901 The complaint Ms M has complained about the quality of a mobile phone supplied under a fixed sum loan agreement with EE Limited. What happened Ms M entered into a fixed sum loan agreement with EE in May 2024. She bought a phone which cost around £760 and agreed to make 24 p... (4 pages)View decision -
Decision Reference DRN-5628522
27 Jun 2025 Budge and Company Limited Not upheldInvestmentsDRN-5628522 The complaint Mr B has complained that Budge and Company Limited (‘Budge’) failed to recognise that a gold purchase on his account hadn’t completed as it should have done. Mr B says if he now bought the same amount of gold he intended to buy, it would cost him between £250,0... (9 pages)View decision -
Decision Reference DRN-5651853
27 Jun 2025 Phoenix Life CA Limited UpheldInvestmentsDRN-5651853 The complaint Miss H’s complaint is about the sale of two mortgage endowment policies in 1989. She believes the endowment policies were mis-sold to her as: she did not need the life cover included in the policies; she was not financially literate; there is no record of... (4 pages)View decision -
Decision Reference DRN-5651851
27 Jun 2025 Phoenix Life CA Limited UpheldInvestmentsDRN-5651851 The complaint Miss H’s complaint is about the sale of an endowment policy in 1991. She believes the endowment policy was mis-sold to her as: she did not need the life cover included in the policy; she was not financially literate; the risk associated with the investmen... (3 pages)View decision
