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 392389 results
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Decision Reference DRN-5889080
10 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5889080 The complaint Mr B complains about the quality of a car that was supplied through a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera). Mr B also complains that the vehicle was mis sold to him. What happened In No... (5 pages)View decision -
Decision Reference DRN-5986559
10 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5986559 The complaint Miss C and Mr D have complained about the way Aviva Insurance Limited handled a claim they made on a travel insurance policy attached to their bank account. As it is Miss C leading on the complaint, for ease, I will mostly just be referring to her in this deci... (4 pages)View decision -
Decision Reference DRN-5672440
10 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5672440 The complaint Creation Consumer Finance Ltd (Creation) provided Mrs S with a loan for £10,000 in 2018. Mrs S says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts a... (2 pages)View decision -
Decision Reference DRN-6012920
10 Dec 2025 Newline Insurance Company Limited Not upheldInsuranceDRN-6012920 The complaint Mr M complains that Newline Insurance Company Limited declined a claim on his motor warranty. He’s also complained about how the policy was sold. What happened Mr M bought a second-hand car in September 2024. He was given a three-month free warranty. In Decembe... (3 pages)View decision -
Decision Reference DRN-5988122
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5988122 The complaint Mr C complains about fraud alert emails, unwanted telephone calls and the failure to provide an email service for raising complaints by Santander UK Plc. What happened Mr C advises that he is neurodivergent. He tells us this means he has difficulty using the ph... (2 pages)View decision -
Decision Reference DRN-5750352
10 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5750352 The complaint Mr S complains Barclays Bank PLC took too long to release his closing balance back to him. To put things right Mr S wants Barclays to pay him compensation. Mr S is being represented by Mr K in bringing his complaint to our service. What happened Mr S had an a... (3 pages)View decision -
Decision Reference DRN-5120740
10 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5120740 The complaint Ms R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (trading at the time as Novuna Finance) (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act ... (11 pages)View decision -
Decision Reference DRN-5930022
10 Dec 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5930022 The complaint Mr G complains about the misallocation of payments made to his credit card he held with PayPal UK Ltd (“PayPal”). What happened Mr G held a credit account with PayPal. Mr G said he made purchases with his credit account and these purchases carried a promotion... (4 pages)View decision -
Decision Reference DRN-5954307
10 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5954307 The complaint Mr M complains Advantage Insurance Company Limited (Advantage) has settled the claim he made under his motor insurance policy on a proportionate basis. Mr M is being represented in this complaint by Miss M, who was the named driver on the policy. What happened ... (3 pages)View decision -
Decision Reference DRN-6012277
10 Dec 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-6012277 The Complaint Mr M and Ms D’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (11 pages)View decision