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-5810137
11 Sep 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5810137 The complaint Mr D’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 ... (15 pages)View decision -
Decision Reference DRN-5785966
11 Sep 2025 One Sure Insurance Limited Not upheldInsuranceDRN-5785966 The complaint Mr B has complained about his motor trade insurance policy broker, One Sure Insurance Limited. He thinks it gave his insurer incorrect information, didn’t assist him and that it has unfairly kept his personal information. What happened In February 2024 Mr B co... (2 pages)View decision -
Decision Reference DRN-5797234
11 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5797234 The complaint Miss J complains that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In April 2022, Miss J acquired a used car financed by a hir... (3 pages)View decision -
Decision Reference DRN-5634327
11 Sep 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5634327 The complaint Mr J complains Everyday Lending Limited trading as Everyday Loans (ELL) lent to him irresponsibly. What happened Mr J complains ELL lent to him irresponsibly when they approved the loan below. He explained that when he took out the loan he was in a coercive rel... (4 pages)View decision -
Decision Reference DRN-5625619
11 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5625619 The complaint Mr B complains that British Gas Insurance Limited (“BG”) missed an appointment to fix an appliance leak, leading to significant water damage to his property. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I... (4 pages)View decision -
Decision Reference DRN-5193492
11 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5193492 The complaint Mr F complains that Metro Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-5193498
11 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5193498 The complaint Mr F complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5733380
11 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5733380 The complaint Mr W complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr W under a hire purchase agreement with MotoNovo Finance that he electron... (3 pages)View decision -
Decision Reference DRN-5812368
11 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5812368 The complaint Mrs B has complained that Starling Bank Limited won’t refund the money she lost in what she says was a scam. What happened Between summer 2020 and summer 2021, Mrs B sent around £24,000 in card payments from her Starling account to her own account at a cryptocu... (5 pages)View decision -
Decision Reference DRN-5727607
11 Sep 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5727607 The complaint Mr C and Mrs D complain that a car that was supplied to them under a hire agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, wasn’t of satisfactory quality. What happened A new car was supplied to Mr C and Mrs D under a hire ... (3 pages)View decision