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-5955034
3 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5955034 The complaint Mr R complains about what happened when he asked Santander UK Plc to cash some cheques for him which were drawn on an overseas bank, and in a foreign currency. What happened Mr R paid three US Dollar cheques into his Santander current account – two for $5,000 e... (4 pages)View decision -
Decision Reference DRN-5832975
3 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5832975 The complaint Mr A complains that Black Horse Limited trading as Land Rover Financial Services (Black Horse) mis-sold him a hire purchase agreement. When I refer to what Mr A or Black Horse have said or done, it should also be taken to include things said or done on their b... (4 pages)View decision -
Decision Reference DRN-5931422
3 Dec 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5931422 The complaint Mr J complains that MotoNovo Finance Limited is incorrectly reporting a hire purchase agreement on his credit file. What happened In May 2022, Mr J was supplied with a car through a hire purchase agreement with MotoNovo. In April 2023 Mr J told MotoNovo he woul... (4 pages)View decision -
Decision Reference DRN-5434658
3 Dec 2025 Just Retirement Limited Not upheldPensions and AnnuitiesDRN-5434658 The complaint Mr M is unhappy that Just Retirement Limited (Just) reduced the annuity quote he had been given. What happened Mr M’s adviser provided Just with information about his health. This information set out details about his cancer treatment. On 8 July 2024 Just pro... (3 pages)View decision -
Decision Reference DRN-5902769
3 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5902769 The complaint Mr C is unhappy that HSBC Bank Plc trading as first direct (“First Direct”) rejected his request for a refund on a credit card purchase. What happened In March 2020 Mr C bought a die cutter machine on his credit card for around £150 from an online supplier. Mr ... (4 pages)View decision -
Decision Reference DRN-5993135
3 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5993135 The complaint Mr A complains Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (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 ... (12 pages)View decision -
Decision Reference DRN-5878258
3 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5878258 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 them under Section 140A of the Consumer Credit Act 197... (13 pages)View decision -
Decision Reference DRN-5874687
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5874687 The complaint C is a company. It has brought this complaint through one of its directors, Mrs C. C complains that Barclays Bank UK PLC delayed opening a currency account, resulting in an exchange rate loss, inconvenience and embarrassment. What happened C was an existing cus... (2 pages)View decision -
Decision Reference DRN-5943627
3 Dec 2025 UK Mortgage Lending Ltd UpheldMortgagesDRN-5943627 The complaint Miss S says that a secured (second charge) loan she took out in 2024 with UK Mortgage Lending Ltd trading as Pepper Money was unaffordable and irresponsibly lent. What happened Miss S applied for this loan through an independent mortgage broker. The offer issue... (5 pages)View decision -
Decision Reference DRN-5758372
3 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5758372 The complaint Mr B complains that Moneybarn No.1 Limited irresponsibly provided him with an unaffordable regulated conditional sale agreement to purchase a car. What happened In May 2019 Moneybarn provided Mr B with a conditional sale agreement for a car with a cash price of... (2 pages)View decision