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-5834380
3 Dec 2025 Tesco Mobile Limited Not upheldConsumer CreditDRN-5834380 The complaint Mr P complains about the outstanding balance owed under a fixed sum loan agreement he has with Tesco Mobile Limited. What happened In August 2024, Mr P took out a fixed sum loan agreement with Tesco, to pay for a brand new mobile telephone handset with a cash p... (3 pages)View decision -
Decision Reference DRN-5438760
3 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5438760 The complaint and background Miss L complains Revolut Ltd won’t reimburse over £1,200 that she lost when she fell victim to an employment scam in February 2025. Our investigator didn’t uphold the complaint. He didn’t think any of the three payments looked suspicious such tha... (2 pages)View decision -
Decision Reference DRN-5706696
3 Dec 2025 Liverpool Victoria Financial Services Limited Not upheldPensions and AnnuitiesDRN-5706696 The complaint Ms P’s representative has complained, on her behalf, that a former iteration of Liverpool Victoria Financial Services Limited (LV) mis-sold her a free standing additional voluntary contribution (FSAVC) policy. What happened The investigator who considered this ... (9 pages)View decision -
Decision Reference DRN-5988406
3 Dec 2025 First Rate Exchange Services Ltd UpheldBanking and PaymentsDRN-5988406 The complaint Miss B complains that having purchased a Post Office Travel Card issued by First Rate Exchange Services Ltd, and putting money onto it, it was then blocked and she was unable to use the money on holiday. What happened In June 2025, when purchasing euros in the ... (2 pages)View decision -
Decision Reference DRN-5923806
3 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5923806 The complaint Mr P’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... (13 pages)View decision -
Decision Reference DRN-5994544
3 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5994544 The complaint Mr B’s complaint is, in essence, that First Holiday Finance Ltd (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 (as amended) (the ‘CCA’) and (2) decid... (12 pages)View decision -
Decision Reference DRN-5989187
3 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5989187 The complaint Ms N has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as Alphera Finance Services (“AFS”). What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything... (5 pages)View decision -
Decision Reference DRN-5852149
3 Dec 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5852149 The complaint Mrs B and Mr E complain about the handling of a legal expenses insurance claim by ARAG Legal Expenses Insurance Company Limited (ARAG). While Mrs B and Mr E refer the complaint as joint policyholders, the claim was made by Mr E and he’s been the arty who’s been... (4 pages)View decision -
Decision Reference DRN-5938857
3 Dec 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5938857 The complaint Mr W complains that a car supplied to him under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED was of unsatisfactory quality. What happened In April 2024, Mr W entered into a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF) to... (4 pages)View decision -
Decision Reference DRN-5762238
3 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5762238 The complaint Mr S is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam What happened In May 2024, Mr S learned of an investment opportunity with a firm I’ll refer to as C. He was introduced to it through a trusted source. C claim... (5 pages)View decision