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-5994241
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5994241 The complaint Mrs M’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 them under Section 140A of the Consumer Credit Act 197... (6 pages)View decision -
Decision Reference DRN-5792185
4 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5792185 The complaint Mr F and Ms W’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) 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) de... (10 pages)View decision -
Decision Reference DRN-5971091
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5971091 The complaint Mr A complains that Barclays Bank UK PLC won’t refund money he lost when he was a victim of an investment scam. Mr A is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (5 pages)View decision -
Decision Reference DRN-5577582
4 Dec 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5577582 The complaint Mr A complains that Lendable Ltd trading as Zable (Zable) irresponsibly entered into a credit card agreement with him and increased his credit limit on several occasions, which he could not afford to repay. What happened In October 2021, Mr A applied for a cre... (3 pages)View decision -
Decision Reference DRN-5934996
4 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5934996 The complaint Mr M & Ms M complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t provide them with a courtesy car following a claim on their motor insurance policy. What happened Mr M & Ms M had a motor insurance policy with Admiral covering their car... (3 pages)View decision -
Decision Reference DRN-5625715
4 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5625715 The complaint NewDay Ltd trading as Aqua provided Miss A with a credit card in 2021. It had a credit limit of £1,200. Miss A says the credit was provided irresponsibly. What happened Miss A complains about NewDay’s lending decisions below: Date Event Credit Limit April 202... (2 pages)View decision -
Decision Reference DRN-5872936
4 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5872936 The complaint Mr K complains about the cancellation of his motor insurance policy by Haven Insurance Company Limited (Haven). He says the police wrongly said someone else was driving when his vehicle was pulled over, when he was driving. Haven cancelled the policy as only Mr... (3 pages)View decision -
Decision Reference DRN-5991569
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5991569 The complaint Mr F’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 them under Section 140A of the Consumer Credit Act 1974... (10 pages)View decision -
Decision Reference DRN-5930074
4 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5930074 The complaint Mrs H complains Revolut Ltd (“Revolut”) hasn’t refunded funds she says she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mrs H said she saw an investment... (3 pages)View decision -
Decision Reference DRN-5778189
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5778189 The complaint Mr P complains about the outcome of a chargeback claim he made under his debit card, provided by Monzo Bank Ltd. What happened Mr P says he saw a staff member I’ll refer to as ‘Q’ at a treatment centre I’ll refer to as ‘C’. Mr P says he approached C for insole... (3 pages)View decision