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 369228 results
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Decision Reference DRN-5628486
27 Jun 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5628486 The complaint Ms J complains that National Savings and Investments (NS & I) blocked her savings account for several months, causing her great difficulty. What happened Ms J says that she called NS & I in October 2024 to inquire about submitting a signature sample to... (2 pages)View decision -
Decision Reference DRN-5454401
27 Jun 2025 Unum Ltd UpheldInsuranceDRN-5454401 The complaint Mr M complains that Unum Ltd has unfairly turned down their income protection claim. What happened Mr M is covered under their employer’s group income protection scheme, which provides an income if they are unable to work due to illness or injury. The scheme h... (3 pages)View decision -
Decision Reference DRN-5642981
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642981 The complaint Mr A is unhappy NewDay Ltd, trading as John Lewis Partnership Credit (NewDay) did not agree to increase the limit on his credit card, and then didn’t explain to him the reason for their decision. What happened Mr A opened a credit card with NewDay in 2022 and ... (3 pages)View decision -
Decision Reference DRN-5652067
27 Jun 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5652067 The complaint Miss B complains Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited have: Asked her to repay a debt she doesn’t think they should Been reporting a default incorrectly Delayed dealing with her court claim which lost her the c... (2 pages)View decision -
Decision Reference DRN-5648943
27 Jun 2025 Black Horse Limited Not upheldConsumer CreditDRN-5648943 Complaint Mr L complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the finance was unaffordable which resulted in him getting behind on his priority bills and almost losing his house. Background In Oct... (6 pages)View decision -
Decision Reference DRN-5556747
27 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5556747 The complaint Mr B complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance are holding him responsible for a £10,000 loan he says he applied for as part of a scam. Mr B is represented in this complaint, but I’ve referred mostly to him. What happened In Ma... (2 pages)View decision -
Decision Reference DRN-5164287
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5164287 The complaint Ms C complains that Revolut Ltd won’t return money she lost to a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. The transactions relevant to this complaint are as follows: Transaction Date... (3 pages)View decision -
Decision Reference DRN-5369411
27 Jun 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5369411 The complaint Mr S complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (Quidmarket) gave him which loans which were unaffordable. What happened A summary of Mr S’s borrowing can be found below. loan number loan amount agreement date repayment date number of m... (4 pages)View decision -
Decision Reference DRN-5217591
27 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5217591 The complaint Mr and Mrs B complain that Nationwide Building Society won’t refund money they lost to a scam. A firm represents Mr and Mrs B, but for ease, I have referred to Mr and Mrs B in my decision. What happened The background to this complaint is well known to both par... (3 pages)View decision -
Decision Reference DRN-5648900
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5648900 The complaint Mr K complains, through his representative, that NewDay Ltd trading as Aqua (“NewDay”) gave him a credit card and increased the limit without carrying adequate affordability checks. What happened A summary of Mr K’s credit limits can be found below. Date Even... (4 pages)View decision
