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 386170 results
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Decision Reference DRN-6026125
17 Dec 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-6026125 The complaint Mr S complains that the car he acquired financed through a hire agreement with Tesla Financial Services Limited (“Tesla”) wasn’t of satisfactory quality. What happened In November 2024 Mr S acquired a new car financed through a hire agreement with Tesla. When h... (3 pages)View decision -
Decision Reference DRN-6023414
17 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6023414 The complaint Mr O complains about charges Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (who I’ll call Novuna) asked him to pay when he returned a car he had been financing through an agreement with them. What happened The detailed background to this comp... (3 pages)View decision -
Decision Reference DRN-6026749
17 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6026749 The complaint Miss P complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly handled a breakdown assistance claim under her motor insurance policy. I acknowledge that parts of the claim were handled by Admiral’s agents. But, for ease, I’ll refer to Admiral th... (4 pages)View decision -
Decision Reference DRN-5742585
17 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5742585 The complaint Ms I complains that Nationwide Building Society didn’t do enough to protect her from the financial harm caused by an investment scam. She’s also unhappy with the advice she was given when she reported the scam. What happened The detailed background to this co... (5 pages)View decision -
Decision Reference DRN-5986071
17 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5986071 The complaint Mr A’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 1974... (10 pages)View decision -
Decision Reference DRN-5685191
17 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5685191 The complaint Mr N complains HSBC UK Bank Plc won’t refund the money he says he lost to a scam. What happened Mr N says a company I’ll refer to as C emailed him about a property development investment opportunity with a company, “C”. He looked into them, including visiting t... (4 pages)View decision -
Decision Reference DRN-5907840
17 Dec 2025 London Capital Credit Union Limited UpheldConsumer CreditDRN-5907840 The complaint Mr R complains about London Capital Credit Union Limited’s (LCCU) decision to decline his loan application, after already having told him it’d been approved. What happened In May 2025, Mr R applied for a loan from LCCU. He says he was told on multiple occasions... (3 pages)View decision -
Decision Reference DRN-5797294
17 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5797294 The complaint Mr F complains about how Vanquis Bank Limited recorded information on his credit file in relation to a credit card. What happened Unfortunately, Mr F suffered a bereavement and explained this meant he needed to leave the UK. When he returned, he found out his ... (3 pages)View decision -
Decision Reference DRN-5882953
17 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5882953 The complaint Mr A complains Barclays Bank UK PLC closed his account. What happened Mr A received a letter from Barclays in September 2025 saying it intended to close his account in November 2025. Mr A complained about Barclays’ decision to do this. Barclays responded to s... (2 pages)View decision -
Decision Reference DRN-5844286
17 Dec 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5844286 The complaint Mr B has complained about how Watford Insurance Company Europe Limited declined a claim he made on his motor insurance policy. What happened Mr B was involved in an accident with a third-party vehicle in February 2025. After reviewing the claim, Watford decline... (3 pages)View decision
