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 401363 results
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Decision Reference DRN-5744234
16 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5744234 The complaint Mr K complains about First Central Underwriting Limited’s handling of his motor insurance claim following the theft of his car. He believes it is trying to avoid settling his claim. What happened Mr K insured his car with First Central. On 8 February 2025 Mr K’... (3 pages)View decision -
Decision Reference DRN-6008676
16 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6008676 The complaint Mr S’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 ... (13 pages)View decision -
Decision Reference DRN-5791496
16 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5791496 The complaint Mr W has complained about how Advantage Insurance Company Limited handled a claim he made on his motor insurance policy – and about how they subsequently cancelled his policy. What happened Mr W was involved in an accident in December 2024 and claimed on his mo... (3 pages)View decision -
Decision Reference DRN-6020307
16 Dec 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6020307 The complaint Mr P complains that Oodle Financial Services Limited (who I’ll call Oodle) were wrong to accept a payment towards his finance agreement from a third party. He says they should also have reported the car as stolen by that third party. What happened Mr P took rec... (2 pages)View decision -
Decision Reference DRN-5819269
16 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5819269 The complaint Mr J’s complaint is about how Revolut Ltd (Revolut) handled a refund claim he made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decided – and why I’ve ... (3 pages)View decision -
Decision Reference DRN-5998969
16 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5998969 The complaint Mr M complains that NewDay Ltd irresponsibly lent to him. What happened Mr M was approved for a NewDay branded credit card in November 2020 (which I will refer to as A in this decision) with a £300 credit limit. The credit limit on A was increased a further thr... (6 pages)View decision -
Decision Reference DRN-6004603
16 Dec 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-6004603 The complaint Miss B is unhappy with the car supplied under the hire purchase agreement with Lloyds Bank PLC (LB). When I refer to what Miss B and LB have said or have done, it should also be taken to include things said or done on their behalf. What happened At the end of... (8 pages)View decision -
Decision Reference DRN-5751375
16 Dec 2025 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-5751375 The complaint Bank of Ireland (UK) Plc (“Bank of Ireland”) provided Mr D with a loan for £19,500 in August 2022. This was to be paid back at £379 a month over 84 months. Mr D says the credit was provided irresponsibly. What happened The details of this complaint are well-kn... (3 pages)View decision -
Decision Reference DRN-5971903
16 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5971903 The complaint Mrs G is complaining about Monzo Bank Ltd because it declined to refund money she says she lost as a result of fraud. She’s also dissatisfied that Monzo closed her account after she reported this. What happened Mrs G says she fell victim to an impersonation sca... (3 pages)View decision -
Decision Reference DRN-6023635
16 Dec 2025 Fairscore Ltd Not upheldConsumer CreditDRN-6023635 The complaint Miss P is unhappy Fairscore Ltd trading as Updraft (‘Updraft’) provided her with two loans that were unaffordable. What happened Updraft provided Miss P with two loans: • Loan one in April 2023 for £5,000. This was due to be repaid in 47 monthly instalments ... (4 pages)View decision