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-5828194
22 Jan 2026 One Insurance Limited UpheldInsuranceDRN-5828194 The complaint Mrs H has complained that One Insurance Limited (OIL) undervalued her car when settling a claim on her motor insurance policy. Mrs H's policy is branded in the name of the insurance intermediary that offers it. The policy explains that a second intermediar... (3 pages)View decision -
Decision Reference DRN-6052873
22 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6052873 The complaint Mr G complains PayPal UK Ltd won’t refund him for a purchase he didn’t receive. What happened Mr G bought something from an overseas company, the seller, and paid with PayPal. Mr G didn’t receive the item, but the seller told him it had been delivered. Mr G ... (3 pages)View decision -
Decision Reference DRN-6095508
22 Jan 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6095508 The complaint Mr D complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (formerly Hitachi Capital (UK) PLC) was irresponsible in its lending to him. He wants all interest and charges paid on his loan refunded along with statutory interest and any negativ... (4 pages)View decision -
Decision Reference DRN-6096785
22 Jan 2026 UK Mortgage Lending Ltd Not upheldMortgagesDRN-6096785 The complaint Miss N’s complaint is about a mortgage she has with UK Mortgage Lending Ltd trading as Pepper Money. Miss N has raised a number of complaints about the information she was given about the mortgage, the interest rate and the service she received. What happened I... (5 pages)View decision -
Decision Reference DRN-5726889
21 Jan 2026 National House-Building Council Not upheldInsuranceDRN-5726889 The complaint Mr W has complained about the way National House-Building Council (“NHBC”) dealt with a claim he made for damage to the render of his property. What happened In 2022, Mr W claimed under his Buildmark policy with NHBC. The initial claim for damage to the render ... (3 pages)View decision -
Decision Reference DRN-6096054
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6096054 The complaint Mrs and Mr O complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Mrs and Mr O ar... (15 pages)View decision -
Decision Reference DRN-6095904
21 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6095904 The complaint Mr and Mrs F’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 ... (11 pages)View decision -
Decision Reference DRN-5757937
21 Jan 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5757937 The complaint Mr O complains about Oodle Financial Services Limited trading as Oodle Car Finance (‘Oodle’). He says they shouldn’t have lent to him because the repayments were unaffordable. Mr O also says Oodle ought to have applied a default sooner than they did. What happ... (5 pages)View decision -
Decision Reference DRN-5944117
21 Jan 2026 Wakam UK Limited UpheldInsuranceDRN-5944117 The complaint Mr S has complained about delays in his car being repaired by his commercial vehicle insurer, Wakam UK Limited. What happened In March 2025 Mr S made a claim on his policy for damage sustained to his van. The van was taken in for repairs by one of Wakam’s appr... (3 pages)View decision -
Decision Reference DRN-5880240
21 Jan 2026 TSB Bank plc Not upheldConsumer CreditDRN-5880240 The complaint Miss L has complained TSB Bank plc is unfairly reporting a default on her credit file. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But, to summarise, Miss L had a curren... (3 pages)View decision