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-5996191
5 Dec 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5996191 The complaint Mr W complains that Sainsbury’s Bank Plc hasn’t refunded him following a claim he made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In early 2022, Mr W instructed a company (who I’ll refer to as “S”) to complete work to his hom... (7 pages)View decision -
Decision Reference DRN-5819754
5 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5819754 The complaint FIRST RESPONSE FINANCE LIMITED (‘First Response’) provided Mr B with a hire purchase agreement to purchase a car in 2023. Mr B paid a deposit of £500 and borrowed £5,495. He was due to make 49 monthly repayments of £189.41. Mr B says the finance was provided ir... (2 pages)View decision -
Decision Reference DRN-5996265
5 Dec 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5996265 The complaint Mr K complains Evolution Insurance Company Limited (Evolution) has charged him cancellation fees for his landlord boiler care policies after he cancelled them. What happened The circumstances of this complaint will be well known to both parties and so I’ve summ... (4 pages)View decision -
Decision Reference DRN-5996165
5 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5996165 The complaint Mr H complains Clydesdale Bank Plc trading as Virgin Money won’t refund the money he says he lost to a scam. What happened Mr H started investing with a company, “W”, in late 2021. Here is a breakdown of the payments he sent in connection with his dealings with... (8 pages)View decision -
Decision Reference DRN-5890050
5 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5890050 The complaint Mr G complains about that Black Horse Limited (Black Horse)unreasonably seized his car. He would like a refund of all the payments he made for the car, the account to be settled and closed as soon as possible. What happened The details of this complaint are w... (2 pages)View decision -
Decision Reference DRN-5985855
5 Dec 2025 Gracombex Ltd UpheldConsumer CreditDRN-5985855 The complaint Mr A complains Gracombex Ltd trading as The Money Platform (Gracombex) is reporting inaccurate information to the credit reference agencies about his loan account while he is in an Individual Voluntary Arrangement (IVA). What happened This complaint concerns a... (6 pages)View decision -
Decision Reference DRN-5994944
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5994944 The complaint Mr O’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... (11 pages)View decision -
Decision Reference DRN-5999922
5 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5999922 The complaint Mr A complained about the way American Express Services Europe Limited (AESEL) responded to his claim for money back for goods and services he bought using his credit card. What happened Mr A is represented in his complaint. But to keep things simple I have re... (4 pages)View decision -
Decision Reference DRN-5740606
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5740606 The complaint Mrs P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (... (7 pages)View decision -
Decision Reference DRN-5956896
5 Dec 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5956896 The complaint Mr G is unhappy with how SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as V12 Retail Finance (‘V12’) handled a claim under section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around March 2023 Mr G entered into a fixed sum loan with V12 to cov... (4 pages)View decision