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-6017212
12 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6017212 The complaint Mr B complains that MotoNovo Finance Limited (MotoNovo) failed to conduct thorough, appropriate and reasonable affordability checks prior to lending to him. Mr B is represented in this complaint by a claims management company but, for ease, I’ll refer to Mr B d... (5 pages)View decision -
Decision Reference DRN-5734521
12 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5734521 The complaint Mr K complains that Capital One (Europe) plc unfairly recorded adverse information against his credit file following a period of ‘breathing space’ applied to his credit card account. What happened Mr K holds a credit card account with Capital One. In early 202... (3 pages)View decision -
Decision Reference DRN-5919339
12 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5919339 The complaint Mrs H says Black Horse Limited (Black Horse) misrepresented a finance agreement to her. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mrs H took rec... (2 pages)View decision -
Decision Reference DRN-5936773
12 Dec 2025 GREENLIGHTAUTOMOTIVE LTD UpheldConsumer CreditDRN-5936773 The complaint Mr M complains that Greenlight Automotive Ltd trading as Greenlight Motors failed to settle his existing finance agreement as promised, leaving the account active and adversely impacting his credit file. What happened In October 2024 Mr M part exchanged his car... (2 pages)View decision -
Decision Reference DRN-6017149
12 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-6017149 The complaint Mr K is unhappy with the decision by U K Insurance Limited (UKI) following a claim for storm damage on his home insurance policy. UKI is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. UKI h... (6 pages)View decision -
Decision Reference DRN-5951585
12 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5951585 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-5986508
12 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5986508 The complaint Mr A complains PayPal won’t refund him for items he sent out but didn’t receive back. What happened Mr A sold over £6,000 worth of goods to someone overseas, and they contacted PayPal to say the goods Mr A sent were counterfeit. PayPal asked Mr A for some in... (2 pages)View decision -
Decision Reference DRN-6017085
12 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6017085 The complaint Mr T’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Consumer Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with his under Section 140A of the Consumer Credit Act 197... (16 pages)View decision -
Decision Reference DRN-5918535
12 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5918535 The complaint Miss G complains that NewDay Limited (NewDay) trading as Marbles irresponsibly provided her with credit. What happened NewDay provided Miss G with a credit card in January 2019. The credit provided was £450. It was subsequently increased to £1,200 in July 201... (4 pages)View decision -
Decision Reference DRN-5837537
12 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5837537 The complaint Mr and Mrs F complain that Nationwide Building Society won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In 2022, Mr and Mrs F found out about an opportunity to invest in a building company. They had met on... (6 pages)View decision