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 393318 results
-
Decision Reference DRN-6171654
23 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6171654 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, (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 amended) (the ‘CCA’), and (2)... (4 pages)View decision -
Decision Reference DRN-6056391
23 Feb 2026 Blue Motor Finance Limited Not upheldConsumer CreditDRN-6056391 The complaint Mr A complains that the car he acquired financed through a hire purchase agreement with Blue Motor Finance Limited (“BMFL”) wasn’t of satisfactory quality. Mr A is represented in this complaint. However, for the sake of simplicity in this decision I have referr... (3 pages)View decision -
Decision Reference DRN-5955170
23 Feb 2026 National Savings and Investments Not upheldBanking and PaymentsDRN-5955170 The complaint Mrs M complains that National Savings and Investments (NS&I) have incorrectly stated the withdrawals on her ISA. She wants this to be corrected as it impacts her tax-free savings. What happened Mrs M holds an ISA with NS&I. Mrs M paid £5,000 into the IS... (3 pages)View decision -
Decision Reference DRN-5791578
23 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-5791578 The complaint Mr T complains about the way Aviva Insurance Limited dealt with a claim on his mobile phone insurance policy. Where I refer to Aviva, this includes its agents and claims handlers acting on its behalf. What happened Mr T made a claim on his policy after he lost ... (3 pages)View decision -
Decision Reference DRN-6111470
23 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6111470 The complaint N, a limited company, complains PayPal UK Ltd permanently limited its account without giving a reason why. N is represented by its director, Miss A. What happened N went to check its PayPal account, after a buyer had paid them, and found its account had been... (3 pages)View decision -
Decision Reference DRN-6165426
23 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6165426 The complaint Mr and Mrs D complain that a number of transactions Mr D attempted to make whilst on holiday were declined by Lloyds Bank plc and about the customer service received in connection with this. Mr D raised this complaint with Lloyds and our Service. So for ease i... (3 pages)View decision -
Decision Reference DRN-6110757
23 Feb 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6110757 The complaint Mr S complains that Bank of Scotland plc trading as Halifax rejected his claim for cashback under its Green Living Reward scheme. What happened Mr S has a mortgage with Halifax. In or around late February 2025, Mr S had two air- conditioning units installed in ... (3 pages)View decision -
Decision Reference DRN-6125742
23 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6125742 The complaint Miss L complains PayPal UK Ltd debited her account for chargebacks it received. What happened Miss L says she was helping out a friend order some things from overseas. The friend made several payments to Miss L’s PayPal account, and Miss L posted the items ou... (3 pages)View decision -
Decision Reference DRN-6074438
23 Feb 2026 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-6074438 The complaint Mr K complains that the motorcycle he acquired financed through a hire purchase agreement with First Response Finance Limited (“First Response”) wasn’t of satisfactory quality. What happened On 30 January 2025 Mr K acquired a new motorcycle financed through a h... (4 pages)View decision -
Decision Reference DRN-6139486
23 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6139486 The complaint Mr M complains PayPal UK Ltd permanently limited his account after he changed his name. What happened Mr M changed his name via deed poll and sent PayPal a copy of his overseas passport and a UK driving licence. PayPal then permanently limited Mr M’s account... (2 pages)View decision