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-5883972
16 Oct 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5883972 The complaint Mr L’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 ... (25 pages)View decision -
Decision Reference DRN-5859231
16 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5859231 The complaint Miss A complains about the way in which Clydesdale Bank Plc trading as Virgin Money handled her disputed transaction claim. What happened Miss A booked a stay at a property on Booking.com and paid using her Virgin credit card. Miss A experienced issued with the... (3 pages)View decision -
Decision Reference DRN-5742930
16 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5742930 The complaint Mr L has complained that Aviva Life & Pensions UK Limited declined a critical illness name he made under his group policy. What happened Mr L joined his employer’s group scheme on 1 April 2024. Sadly in November 2024 he had a heart attack and in turn made a... (3 pages)View decision -
Decision Reference DRN-5888790
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5888790 The complaint Mr F complains that NewDay Ltd lent irresponsibly when it approved three credit card applications he made and increased the limit on all the accounts. What happened The background to this complaint and my initial conclusions were set out in a provisional decis... (5 pages)View decision -
Decision Reference DRN-5807002
16 Oct 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5807002 The complaint Mr H complains that HSBC Life (UK) Limited didn’t allow him to extend the cover under his income protection policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my ... (2 pages)View decision -
Decision Reference DRN-5805444
16 Oct 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5805444 The complaint Miss P, trading as a business which I’ll refer to as L, complains about the settlement of her business interruption insurance claim, made as a result of the COVID-19 pandemic, by Hiscox Insurance Company Limited. What happened The following is intended only as ... (4 pages)View decision -
Decision Reference DRN-5584751
16 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5584751 The complaint Mr B complains that Bank of Scotland plc lent irresponsibly when it approved his credit card application. What happened Mr B successfully applied for a Bank of Scotland credit card in August 2019. Bank of Scotland issued a credit card with a £2,000 limit to Mr... (2 pages)View decision -
Decision Reference DRN-5823198
16 Oct 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5823198 The complaint Ms R complains that Volvo Car UK Limited trading as UK Automotive Solutions Limited misrepresented a subscription finance agreement. What happened In March 2023 Ms R was supplied with a car and entered into a subscription finance agreement with Volvo. At the ti... (2 pages)View decision -
Decision Reference DRN-5684422
16 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5684422 The complaint Miss B complains that the car she acquired through Lendable Ltd, trading as Autolend, wasn’t of satisfactory quality. She’s unhappy with the way in which Lendable has proposed to settle her complaint. What happened Miss B entered into a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN-5817527
16 Oct 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5817527 The complaint Mr E complains that CA Auto Finance UK Ltd (which I’ll call “CA”) supplied him with a used car which was not of satisfactory quality under a five-year hire purchase agreement. He says that he was also misled about the car’s service history and the terms of a wa... (3 pages)View decision