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 369227 results
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Decision Reference DRN-5604508
13 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5604508 The complaint Mrs R complains about the sale and installation of windows and doors she financed through a loan with Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”). In summary, she says the installation was poor, causing damage and injury and the q... (3 pages)View decision -
Decision Reference DRN-5623843
13 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5623843 The complaint Ms R complains about the outcome of a claim she made to Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) under section 75 of the Consumer Credit Act 1974 (“s75”). What happened In August 2023, Ms R entered a contract with a company I’l... (3 pages)View decision -
Decision Reference DRN-5614915
13 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5614915 The complaint Mr and Mrs W complain about how they have been treated by Clydesdale Bank Plc trading as Virgin Money since the end of the term of their interest only mortgage. What happened Mr and Mrs W have an interest only mortgage with Virgin Money, taken out in 2006. The ... (8 pages)View decision -
Decision Reference DRN-5369380
13 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5369380 Complaint Mrs A complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into conditional sale agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and this led to a worsening... (5 pages)View decision -
Decision Reference DRN-5622090
13 Jun 2025 Close Brothers Limited UpheldConsumer CreditDRN-5622090 The complaint Mr K complains about the fact his agreement for a car was terminated by Close Brothers Limited when he was having financial difficulties. What happened Mr K contacted Close Brothers in April 2024 to explain he’d lost his job and couldn’t make his payment for hi... (3 pages)View decision -
Decision Reference DRN-5206806
13 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5206806 The complaint Mrs H complains about the way that Marsh Finance Limited has dealt with the arrears that were due from her for a hire purchase agreement under which a car had been supplied to her. What happened A used car was supplied to Mrs H under a hire purchase agreement w... (2 pages)View decision -
Decision Reference DRN-5069971
13 Jun 2025 New Wave Capital Limited UpheldBanking and PaymentsDRN-5069971 The complaint L complains New Wave Capital Limited trading as Capital on Tap wouldn’t refund a transaction on the company’s account that its director says it didn’t make or authorise. L is represented by Mr L. What happened L disputed a payment to a holiday company on 18 J... (3 pages)View decision -
Decision Reference DRN-5478554
13 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5478554 The complaint Mr B complains about HSBC UK Bank Plc trading as First Direct. He says that First Direct didn’t do enough when it allowed an account to be opened by a fraudster to which he made payments. What happened In March 2022 Mr B loaned an individual I will refer to as ... (2 pages)View decision -
Decision Reference DRN-5344054
13 Jun 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5344054 The complaint Mr B complains that BUPA Insurance Limited declined to pay for an assessment under his private health insurance policy. What happened Mr B has had a private health insurance policy with Bupa since 1 August 2023. He’s unhappy that Bupa declined to pay for an au... (4 pages)View decision -
Decision Reference DRN-5217481
13 Jun 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5217481 The complaint Mr G complains that a car that was supplied to him under a hire purchase agreement with Toyota Financial Services (UK) plc, trading as Redline Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr G under a hire purchase agreement... (3 pages)View decision
