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-6171884
16 Mar 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6171884 The complaint Mr C complains that TSB Bank Plc have requested evidence of costs incurred by him whilst making calls to its customer service team. What happened Mr C contacted TSB to resolve some queries on his account. He has provided this service with screenshots in eviden... (2 pages)View decision -
Decision Reference DRN-6053528
16 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6053528 The complaint Mr J’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (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... (8 pages)View decision -
Decision Reference DRN-6050855
16 Mar 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6050855 The complaint Mrs M is unhappy that a car supplied to her under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. Mrs M has been represented during the claim and complaint process by Mr M. For ease of reference, I will refer to any c... (4 pages)View decision -
Decision Reference DRN-6144030
16 Mar 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6144030 The complaint Mr and Ms D complain that Metro Bank Plc (as the recipient bank) didn’t do enough to prevent them from losing money to what they say was a scam. Mr and Ms D have used a representative to bring their complaint. But, for ease of reading, I’ll mostly just refer t... (3 pages)View decision -
Decision Reference DRN-5960683
16 Mar 2026 Close Brothers Limited UpheldConsumer CreditDRN-5960683 The complaint Miss M complains that the car she acquired through Close Brothers Limited, trading as Close Brothers Motor Finance (“CBL”) wasn’t of satisfactory quality because it was supplied without a Diesel Particulate Filter agreement. What happened Miss M entered a condi... (4 pages)View decision -
Decision Reference DRN-6218218
16 Mar 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-6218218 The complaint Mr K complains that Link Financial Outsourcing Limited trading as Antelope Loans irresponsibly provided him with credit. To resolve his complaint, Mr K would like Antelope to remove interest, fees and charges added to his loan and for it to remove any adverse i... (3 pages)View decision -
Decision Reference DRN-6202680
16 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6202680 The complaint Mr D’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 him under Section 140A of the Consumer Credit Act 1974 ... (14 pages)View decision -
Decision Reference DRN-6196208
16 Mar 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6196208 The complaint Mr B complains that Moneybarn No.1 Limited irresponsibly provided him with credit to acquire a car. Mr B says he was in a debt spiral when the finance was approved and Moneybarn shouldn’t have lent to him. What happened Mr B took out an agreement to finance th... (3 pages)View decision -
Decision Reference DRN-6130453
16 Mar 2026 BUPA Insurance Limited Not upheldInsuranceDRN-6130453 The complaint Mrs S has complained that the price BUPA Insurance Limited charges her for a private medical insurance policy is significantly more than a new member would pay. What happened Mrs S’s 2025 renewal quote was £7,065.73. She then discovered via a broker that a new... (3 pages)View decision -
Decision Reference DRN-6106396
16 Mar 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6106396 The complaint Mr and Mrs R complain about their flexible mortgage with Bank of Scotland plc (BOS). They complain that BOS lent to them irresponsibly, and so the balance it’s now seeking to recover is higher than it should be. They also complain that BOS has begun legal actio... (4 pages)View decision