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-5941155
9 Dec 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5941155 The complaint Mr M complains MBNA Limited (MBNA) have unfairly recorded missed payments on his credit file. What happened Mr M says he entered into a debt arrangement scheme (DAS) with MBNA in November 2019, but MBNA have continued to report on his credit file missed payment... (3 pages)View decision -
Decision Reference DRN-5889086
9 Dec 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5889086 The complaint Ms M complains that Match the Cash Limited trading as Guarantormyloan.tv (MTC) didn’t sufficiently check whether she could sustain repayments for a loan she was a guarantor for. What happened Around September 2024 MTC approved a loan of £12,500 to a third party... (4 pages)View decision -
Decision Reference DRN-5952759
9 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5952759 The complaint Mrs G is unhappy that Legal and General Assurance Society Limited declined a claim she made on a life and critical illness policy. What happened Mrs G claimed on her life and critical illness policy. It was assessed on the basis of a claim for Total and Permane... (3 pages)View decision -
Decision Reference DRN-5710068
9 Dec 2025 GRATTAN PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5710068 The complaint Mr T complains GRATTAN PUBLIC LIMITED COMPANY trading as Kaleidoscope (“Grattan”) irresponsibly lent to him. Mr T is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr T throughout. What happened In January 2020, Mr T a... (3 pages)View decision -
Decision Reference DRN-5739684
9 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5739684 The complaint Mr U complains that Wise Payments Limited trading as Wise (Wise) unfairly blocked and closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief... (3 pages)View decision -
Decision Reference DRN-5985481
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5985481 The complaint Mr C complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr C is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr C himself. What... (3 pages)View decision -
Decision Reference DRN-5793750
9 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5793750 The complaint Mr L complains that the car he acquired through Zopa Bank Limited (“ZBL”) wasn’t of satisfactory quality. Mr L is represented in his complaint. For ease of reading, I shall refer to the submissions of both Mr L and his representative as having been made by Mr ... (4 pages)View decision -
Decision Reference DRN-5915913
9 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5915913 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (5 pages)View decision -
Decision Reference DRN-5913210
9 Dec 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5913210 The complaint Mrs H is unhappy that Liverpool Victoria Financial Services Limited have declined a claim she made on her income protection policy and cancelled it. What happened Mrs H claimed on her income protection policy following a diagnosis of breast cancer. LV declined ... (3 pages)View decision -
Decision Reference DRN-5948206
9 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5948206 The complaint Mr W complains PayPal UK Ltd stores his old passwords and this is a risk. What happened PayPal sent Mr W a message to say he needed to change his password. Mr W did this but couldn’t reuse any of his previous passwords. Mr W contacted PayPal to explain he th... (2 pages)View decision