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-6002970
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6002970 The complaint Mr and Mrs R’s complaint is, in essence, that Shawbrook Bank Limited (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 (2)... (8 pages)View decision -
Decision Reference DRN-5742465
8 Dec 2025 247 Money Group Limited UpheldConsumer CreditDRN-5742465 The complaint Ms B complains 247 Money Group Limited trading as 247Money (247 Money) irresponsibly lent to her because it did not carry out reasonable and proportionate checks to ensure the agreement was affordable for her. What happened Ms B took out a hire purchase agreem... (5 pages)View decision -
Decision Reference DRN-6001080
8 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6001080 The complaint Mr W’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 ... (10 pages)View decision -
Decision Reference DRN-5837632
8 Dec 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5837632 The complaint Mr E complains Home Retail Group Card Services Limited trading as Argos Financial (“Argos”) defaulted his store card account. What happened Mr E held a store card with Argos. In October 2024, Argos defaulted the account, on the basis it hadn’t received a payme... (3 pages)View decision -
Decision Reference DRN-5957598
8 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5957598 The complaint Mr H complains that Bank of Scotland Plc trading as Halifax (Halifax) didn’t do enough to protect him from losses to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself where I also me... (3 pages)View decision -
Decision Reference DRN-5889201
8 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5889201 The complaint Mr K complains that AXA Insurance UK Plc (AXA) voided his car insurance policy and added his details on the Insurance Fraud Register (IFR). What happened In June 2025 Mr K took out an AXA car insurance policy. He took out the policy online and as part of the a... (2 pages)View decision -
Decision Reference DRN-5785880
8 Dec 2025 Oakbrook Finance Limited UpheldConsumer CreditDRN-5785880 The complaint Mr M complains Oakbrook Finance Limited trading as Finio Loans (Finio) incorrectly set up a payment plan and recorded adverse information on his credit file. What happened The background to this complaint is well known to both parties, so I won’t repeat it at ... (2 pages)View decision -
Decision Reference DRN-6002680
8 Dec 2025 Canada Life Limited Not upheldPensions and AnnuitiesDRN-6002680 The complaint Mr T is represented by his adviser. His online annuity application was submitted to Canada Life Limited (‘CLL’) on 17 February 2025. The original and revised quotes he received for the annuity, in the same month, confirmed a guaranteed payment period of 35 yea... (4 pages)View decision -
Decision Reference DRN-5730632
8 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5730632 The complaint Mr H and Mrs J complain that Bank of Scotland plc trading as Halifax (Halifax) didn’t do enough to prevent the loss they suffered when Mr H was the victim of a scam. The loss here came from a joint account, and a representative has been used to bring the compl... (3 pages)View decision -
Decision Reference DRN-5960593
8 Dec 2025 Topaz Finance Limited Not upheldMortgagesDRN-5960593 The complaint Mr C’s buy to let mortgage with Topaz Finance Limited trading as Hyalite Mortgages is in negative equity. He complains that the original valuation was inflated and he was prevented from making an informed choice about whether to go ahead with the mortgage. What... (3 pages)View decision