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 391431 results
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Decision Reference DRN-6040324
28 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6040324 The complaint Miss S is complaining that HSBC UK Bank Plc hasn’t refunded payments she made when she fell victim to a scam. What happened The circumstances of the scam are known to both parties, so I won’t set them out in detail here. In short, Miss S was the victim of an im... (2 pages)View decision -
Decision Reference DRN-5977488
28 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5977488 The complaint Mr S has complained that MBNA Limited “MBNA” declined his claim for money back in relation to a solar panel system he purchased. What happened In 2023, Mr S bought a solar panel system and a battery (the system) for his home. The cash price of the system was £... (4 pages)View decision -
Decision Reference DRN-6027736
28 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6027736 The Complaint Ms M’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 unfair credit relationships with her under Section 140A of the Consumer Credit Act 1974 (a... (15 pages)View decision -
Decision Reference DRN-6111076
28 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6111076 The complaint Mr B’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 Mr B under Section 140A of the Consumer Credit Act 1974... (3 pages)View decision -
Decision Reference DRN-5913573
28 Jan 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5913573 The complaint Miss M complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (Quidmarket) gave her a loan without carrying out sufficient affordability checks. Had better checks been made it would’ve seen Miss M didn’t have an income and already had defaults record... (3 pages)View decision -
Decision Reference DRN-6100295
28 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6100295 The complaint Mr C is unhappy that Black Horse Limited, trading as Land Rover Financial Services, repossessed a car they had supplied to him under a hire purchase agreement, and are now chasing him for an outstanding balance. What happened In September 2019, Mr C was suppli... (3 pages)View decision -
Decision Reference DRN-6110706
28 Jan 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-6110706 The complaint Mr C complains about the quality of the van he acquired from Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”). What happened Mr C entered into a hire purchase agreement with Oodle in April 2024 for the supply of a van. The van was around ... (5 pages)View decision -
Decision Reference DRN-5926910
28 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-5926910 The complaint Mr M complains about the amount Aviva Insurance Limited (“Aviva”) valued his car for when he made a claim under his motor insurance policy. What happened Mr M had a motor insurance policy with Aviva covering his car. In December 2024 Mr M was involved in a coll... (3 pages)View decision -
Decision Reference DRN-5849819
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5849819 The complaint Mrs D and Mr D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (13 pages)View decision -
Decision Reference DRN-6008175
28 Jan 2026 Watford Insurance Company Europe Limited UpheldInsuranceDRN-6008175 The complaint Mr T complains about how Watford Insurance Company Europe Limited (‘Watford’) decided liability and handled a claim under his car insurance policy. What happened Mr T had a car insurance policy with Watford. In mid-February 2025, he was involved in a collision ... (4 pages)View decision