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 388057 results
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Decision Reference DRN-6004570
13 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6004570 The complaint Mr O’s complaint is, in essence, 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 (as a... (12 pages)View decision -
Decision Reference DRN-5715056
13 Jan 2026 Western Circle Ltd Not upheldConsumer CreditDRN-5715056 The complaint Miss H has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave her loans without carrying out sufficient affordability checks. Had better checks been made then Cashfloat would’ve seen she was borrowing money from family and repaying exist... (4 pages)View decision -
Decision Reference DRN-6041690
13 Jan 2026 Paragon Bank Plc UpheldBanking and PaymentsDRN-6041690 The complaint Ms W complains about the service she received from Paragon Bank Plc (“Paragon”) when transferring her Lifetime ISA (“LISA”) out to another provider (“X”). In particular, Ms W is unhappy about the delays in receiving the £1,000 bonus payment. What happened On 8 ... (4 pages)View decision -
Decision Reference DRN-6063761
13 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6063761 The complaint Mrs E complains that HSBC UK Bank Plc will not reimburse her with money she lost to a scam. What happened On 4 December 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments... (12 pages)View decision -
Decision Reference DRN-5862864
13 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5862864 The complaint Mr J is unhappy that Wise Payments Limited (Wise) won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr J sadly fell victim to an impersonation s... (3 pages)View decision -
Decision Reference DRN-6074036
13 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6074036 The complaint Mr W’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-6073145
13 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6073145 The complaint Mr F complains TSB Bank plc has acted unfairly in relation to an account and overdraft he held with it. What happened Mr F held a current account and overdraft with TSB. In 2016 TSB closed his account and passed the outstanding overdraft debt to its recoveries... (7 pages)View decision -
Decision Reference DRN-6025399
13 Jan 2026 esure Insurance Limited UpheldInsuranceDRN-6025399 The complaint Miss G and Mr M complain about how esure Insurance Limited dealt with a claim against Mr M’s motor insurance policy. Reference to esure includes its agents. What happened Mr M had a motor insurance policy underwritten by esure. Miss G was a named driver on the... (3 pages)View decision -
Decision Reference DRN-5009834
13 Jan 2026 First Holiday Finance Limited Not upheldConsumer CreditDRN-5009834 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Limited (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 (as amended) (the ‘CCA’) ... (11 pages)View decision -
Decision Reference DRN-5698007
13 Jan 2026 Quidie Limited Not upheldConsumer CreditDRN-5698007 The complaint Miss J complains that Quidie Limited trading as Fernovo (“Quidie”) provided her with a loan without carrying out sufficient affordability checks. Had better checks been made Quidie wouldn’t have lent to her. What happened Quidie advanced one loan of £300 to Mi... (3 pages)View decision