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 393318 results
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Decision Reference DRN-5657832
25 Sep 2025 Next Retail Limited Not upheldConsumer CreditDRN-5657832 The complaint Miss M complains Next Retail Limited (trading as “Next”) is currently displaying the incorrect balance on her Next account. What happened Miss M returned several items to Next in August 2024 that she bought on her Nextpay running credit account. She said some ... (2 pages)View decision -
Decision Reference DRN-5840171
25 Sep 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5840171 The complaint Mr H complains Lowell Portfolio I Ltd are asking him to repay debts which he says have incorrect balances. He’s also unhappy Lowell haven’t answered his request for the accounts to be written off. What happened I issued a provisional decision setting out what’d... (7 pages)View decision -
Decision Reference DRN-5834568
25 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5834568 The complaint Mr R complains Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (“Novuna”) unfairly charged interest on a loan he used to buy windows and doors. What happened I issued my provisional decision on 8 September 2025. An extract can be found below. ... (3 pages)View decision -
Decision Reference DRN-5695765
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5695765 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5840367
25 Sep 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5840367 The complaint Mr P complains about a claim he made to Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role res... (7 pages)View decision -
Decision Reference DRN-5405818
25 Sep 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5405818 The complaint Company S is unhappy that ClearBank Limited trading as Tide Platform Ltd (ClearBank) won’t refund all of the payments he made because of a safe account scam. Company S’s director, Mr S, has brought this complaint, but for ease of reading, I will refer to all c... (3 pages)View decision -
Decision Reference DRN-5304844
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5304844 The complaint Mr P complains that Monzo Bank Ltd 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 it in detail again here. In summary, in November 2024, Mr P made several payments totallin... (2 pages)View decision -
Decision Reference DRN-5480798
25 Sep 2025 Invesco Fund Managers Limited Not upheldInvestmentsDRN-5480798 The complaint Mrs Y complains about the administration of her stocks and shares Individual Savings Account (ISA) by Invesco Fund Managers Limited (Invesco). She complains that commission was paid from funds invested within her ISA to a third-party firm. Mrs Y says she wasn’t... (7 pages)View decision -
Decision Reference DRN-5637315
25 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5637315 The complaint Mr M complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance are holding him responsible for a £20,000 loan he says was taken out as part of a scam. What happened Mr M fell victim to an investment scam. Mr M was contacted by an “account manag... (3 pages)View decision -
Decision Reference DRN-5534916
25 Sep 2025 EE Limited UpheldConsumer CreditDRN-5534916 The complaint Mr W complains about the sale of a fixed sum loan agreement with EE Limited that was used to buy a brand new mobile telephone device. What happened In October 2022, Mr W took out a fixed sum loan agreement with EE to buy a brand new mobile telephone device. The... (4 pages)View decision