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 391431 results
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Decision Reference DRN-5961253
19 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5961253 The complaint Mrs H says that Mitsubushi HC Capital UK PLC, trading as Novuna Personal Finance, unfairly declined claims she made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In August 2012, Mrs H together with her husband, purchased a timeshare m... (3 pages)View decision -
Decision Reference DRN-5756912
19 Nov 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5756912 The complaint Mrs T, who is represented by a third party, complains that Startline Motor Finance Limited (‘Startline’) was irresponsible in its lending. She wants all the interest, fees and charges she paid under her hire purchase agreement refunded along with 8% simple inte... (3 pages)View decision -
Decision Reference DRN-5763331
19 Nov 2025 Covea Insurance plc UpheldInsuranceDRN-5763331 The complaint Mrs G complains that Covea Insurance plc (Covea) unfairly declined her claim and avoided her policy for a misrepresentation they say she made on her pet insurance policy. Reference to Covea includes its agents. What happened The detailed background to this co... (4 pages)View decision -
Decision Reference DRN-5961151
19 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5961151 The complaint Mr D’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 197... (12 pages)View decision -
Decision Reference DRN-5380919
19 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5380919 The complaint Mr N has complained that he’s been unfairly charged additional fees by MotoNovo Finance Limited, in respect of a car finance agreement he has with it. What happened In May 2021, Mr N entered into a finance agreement with MotoNovo for a used car. It was five yea... (2 pages)View decision -
Decision Reference DRN-5956484
19 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5956484 The complaint Ms S complains that Barclays Bank UK PLC delayed in closing and sending her the funds from her Cash ISA. What happened Ms S needed to close all her accounts with Barclays as she had moved abroad and could no longer be a customer. She made a previous complaint t... (3 pages)View decision -
Decision Reference DRN-5957628
19 Nov 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5957628 The complaint Mr B complains that a car he acquired through a hire purchase agreement with Oodle Financial Services Limited (Oodle) wasn’t fit for purpose. He would like Oodle to allow him to reject the car. What happened Mr B took out a hire purchase agreement in July 2024... (5 pages)View decision -
Decision Reference DRN-5782329
19 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5782329 The complaint Mrs Ts representative complains on her behalf that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled her claim on her motor insurance policy after her car was stolen. Reference to Mrs T or her representative, includes the other. What happened M... (3 pages)View decision -
Decision Reference DRN-5869384
19 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5869384 The complaint Mr W complains Aviva Insurance Limited (Aviva) has declined the claim he made under his travel insurance policy. He also complains about the way it handled his claim. What happened The circumstances of this complaint will be well known to both parties and so I’... (4 pages)View decision -
Decision Reference DRN-5790516
19 Nov 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5790516 The complaint Mr Y complains that Mulsanne Insurance Company Limited (“Mulsanne”) reduced the amount of his car insurance claim it said it would pay as it said he’d misrepresented his details when he’d applied for cover. Mr Y is represented in his complaint by Mrs Y, but for... (3 pages)View decision