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-5705182
25 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5705182 The complaint Mrs B complains that Aviva Insurance Limited treated her unfairly in a motor insurance claim. What happened Mrs B had an Aviva motor insurance policy. In January 2025 her car was damaged in a flood. Aviva declared the car a total loss, eventually valued it at £... (3 pages)View decision -
Decision Reference DRN-5644029
25 Sep 2025 Wakam UpheldInsuranceDRN-5644029 The complaint Mr P’s complaint is about the rejection of a claim made under his legal expenses section of his home insurance policy with Wakam. What happened Mr P held the policy with Wakam since June 2022. The policy automatically renewed in June 2023. In 2023, Mr P’s neigh... (5 pages)View decision -
Decision Reference DRN-5394537
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5394537 The complaint Mr W complains Barclays Bank UK PLC won’t refund two transactions that debited his account which he says he did not make or authorise. What happened On 13 December 2024, two transactions totalling £1,435 were made to a department store. Mr W reported the trans... (2 pages)View decision -
Decision Reference DRN-5841053
25 Sep 2025 Black Horse Limited UpheldConsumer CreditDRN-5841053 The complaint Mr B complains about the quality of a vehicle he acquired through a hire purchase agreement financed by Black Horse Limited (BH). What happened In November 2020 Mr B acquired a new motorhome through a hire purchase agreement financed by BH. The cash price of t... (5 pages)View decision -
Decision Reference DRN-5657832
25 Sep 2025 Next Retail Limited Not upheldConsumer CreditDRN-5657832 The complaint Miss M complains Next Retail Limited (trading as “Next”) is currently displaying the incorrect balance on her Next account. What happened Miss M returned several items to Next in August 2024 that she bought on her Nextpay running credit account. She said some ... (2 pages)View decision -
Decision Reference DRN-5840171
25 Sep 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5840171 The complaint Mr H complains Lowell Portfolio I Ltd are asking him to repay debts which he says have incorrect balances. He’s also unhappy Lowell haven’t answered his request for the accounts to be written off. What happened I issued a provisional decision setting out what’d... (7 pages)View decision -
Decision Reference DRN-5834568
25 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5834568 The complaint Mr R complains Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (“Novuna”) unfairly charged interest on a loan he used to buy windows and doors. What happened I issued my provisional decision on 8 September 2025. An extract can be found below. ... (3 pages)View decision -
Decision Reference DRN-5695765
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5695765 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5840367
25 Sep 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5840367 The complaint Mr P complains about a claim he made to Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role res... (7 pages)View decision -
Decision Reference DRN-5405818
25 Sep 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5405818 The complaint Company S is unhappy that ClearBank Limited trading as Tide Platform Ltd (ClearBank) won’t refund all of the payments he made because of a safe account scam. Company S’s director, Mr S, has brought this complaint, but for ease of reading, I will refer to all c... (3 pages)View decision
