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-5985990
5 Dec 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5985990 The complaint Mr M has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him loans without carrying out sufficient affordability checks. Had better checks been made then Cashfloat would’ve seen he was stuck in a cycle of borrowing. What happened A s... (5 pages)View decision -
Decision Reference DRN-5999141
5 Dec 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5999141 The complaint Mr B, on behalf of the estate of Mrs B, complains about the reduction of the sum assured of a reviewable whole of life policy (RWOL). What happened The RWOL policy commenced on 10 March 1996 with a sum assured of £30,000 and a monthly premium of £84.30. I hav... (8 pages)View decision -
Decision Reference DRN-5929026
5 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5929026 The complaint Mr S complains that he didn’t receive a New Vehicle Payment (NVP) when entering into a hire agreement for a car with Motability Operations Limited (“Motability”). What happened In July 2025 Mr S applied for a hire agreement through Motability. Shortly afterward... (2 pages)View decision -
Decision Reference DRN-5891137
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5891137 The complaint Mr E has complained about charges applied at the end of his car finance agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“NVS”). What happened The circumstances of the complaint are well known to the parties, so I won’t go over ... (2 pages)View decision -
Decision Reference DRN-5627750
5 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5627750 The complaint O, a limited company, complains that Metro Bank PLC unfairly closed its business account. What happened In December 2024, Metro emailed O to ask for some information to help it complete its due diligence checks. As no response was received, Metro sent another e... (3 pages)View decision -
Decision Reference DRN-5938136
5 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5938136 The complaint Miss L complains about the quality of a car she has been financing through an agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (who I’ll call Alphera). What happened The detailed background to this complaint is well know... (3 pages)View decision -
Decision Reference DRN-5813960
5 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5813960 The complaint Mrs P complains (‘Barclays’) won’t refund the money she lost when she fell victim to a scam. What happened Mrs P was introduced to an investment opportunity through a friend who knew the directors of the company offering the investment. I’ll refer to the compa... (7 pages)View decision -
Decision Reference DRN-5988383
5 Dec 2025 British Gas Insurance Limited UpheldInsuranceDRN-5988383 The complaint Mrs A has complained that British Gas Insurance Limited (‘British Gas’) charged an excessive cancellation fee under her home care policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and representatives for the purposes of... (5 pages)View decision -
Decision Reference DRN-5998133
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5998133 The complaint Mr S complains Mitsubishi HC Capital UK PLC (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr S is represent... (15 pages)View decision -
Decision Reference DRN-5827365
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5827365 The complaint Mrs L complains that HSBC UK Bank Plc irresponsibly lent to her. What happened Mrs L was approved for a HSBC credit card in December 2023, with a £5,000 credit limit. Mrs L says that this was irresponsibly lent to her. Mrs L made a complaint to HSBC, who did no... (2 pages)View decision