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-5974042
3 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5974042 The complaint Mr K and Ms B are unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim for missed international departure under their travel insurance policy (‘the policy’), including declining the claim. What happened The details of this complaint are w... (2 pages)View decision -
Decision Reference DRN-5909407
3 Dec 2025 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-5909407 The complaint Mr P complains that Moorcroft Debt Recovery Limited (“Moorcroft”) are chasing him for a debt where the balance is in dispute. What happened In 2021, Mr P says that Moorcroft sent him some letters demanding repayment for a debt that originated to a telecommunic... (5 pages)View decision -
Decision Reference DRN-5924706
3 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5924706 The complaint Mr S’ complaint is, in essence, that Mitsubishi HC Capital 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 (as amen... (8 pages)View decision -
Decision Reference DRN-5793867
3 Dec 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5793867 The complaint Miss T complains that Vanquis Bank Limited (“Vanquis”) lent to her irresponsibly and that the loan it provided her with was unaffordable. What happened In November 2022 Miss T applied for and received a loan from Vanquis. It was in the principal sum of £4,500;... (3 pages)View decision -
Decision Reference DRN-5686851
3 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5686851 The complaint Mr H complains about the way BMW FINANCIAL SERVICES (GB) LIMITED trading as BMW Financial Services dealt with a request to change the mileage allowance on his hire purchase agreement. What happened In July 2022, Mr H was supplied with a used car through a hire ... (5 pages)View decision -
Decision Reference DRN-5986390
3 Dec 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5986390 Complaint Miss C has complained about a personal loan Fairscore Ltd (trading as “Updraft”) which she says was unfairly lent to her. She says the loan was unaffordable as she already had a high amount of credit and high repayments. Background Updraft provided Miss C with a l... (3 pages)View decision -
Decision Reference DRN-5919407
3 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5919407 The complaint Mr G complains PayPal UK Ltd won’t refund him for a phone he bought. What happened Mr G bought several phones, and three of them were blocked around six months after he’d bought them. Mr G couldn’t get much response from the supplier, so he raised buyer prot... (3 pages)View decision -
Decision Reference DRN-5920420
3 Dec 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5920420 The complaint Mr and Mrs S are unhappy that AXIS Specialty Europe SE trading as AXIS Specialty London declined to fully cover a claim they made on their travel insurance policy. What happened Mr and Mrs S were on holiday when Mrs S fell and injured herself. She required surg... (3 pages)View decision -
Decision Reference DRN-5157677
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5157677 The complaint Mr and Mrs E complain about Bank of Scotland plc trading as ‘Halifax’. They say that they have been the victims of a scam and would like Halifax to refund them the money they have lost under the Lending Standards Board’s Contingent Reimbursement Model (CRM) Cod... (3 pages)View decision -
Decision Reference DRN-5992692
3 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5992692 The complaint Mr and Mrs S’ complaint is, in essence, that First Holiday Finance Ltd (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 (... (9 pages)View decision