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-6158491
17 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6158491 The complaint Mr G complains about the support NewDay Ltd trading as Marbles (‘ND’) provided when it blocked a transaction on his credit card. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It ref... (3 pages)View decision -
Decision Reference DRN-6300163
17 Apr 2026 Kerry London Limited Not upheldInsuranceDRN-6300163 The complaint Mr W complains about the level of customer service provided by Kerry London Limited (KL) in respect of an escape of water claim relating to his basement flat. He says this delayed the settlement of his claim. Mr W says that as a direct result of this he was inv... (6 pages)View decision -
Decision Reference DRN-6137689
17 Apr 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-6137689 The complaint Ms X complained about information reported to credit reference agencies about her payment history for loans provided by Hutchison 3G UK Limited trading as Three. What happened The events of this complaint are well known to both parties, so I’ll only briefly su... (4 pages)View decision -
Decision Reference DRN-6281716
17 Apr 2026 Loans 2 Go Limited UpheldConsumer CreditDRN-6281716 The complaint Mr R complains that Loans 2 Go Limited (L2G) lent irresponsibly when it approved two loan applications he made. What happened Mr R applied to borrow £500 from L2G in February 2025 (loan 1). The loan came with an APR of 678.9%, interest of £1,260.04 and an 18 m... (4 pages)View decision -
Decision Reference DRN-6300318
17 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6300318 The complaint Mrs J’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 them under Section 140A of the Consumer Credit Act 19... (10 pages)View decision -
Decision Reference DRN-6122187
17 Apr 2026 ALLICA BANK LIMITED UpheldBanking and PaymentsDRN-6122187 The complaint B a limited company complains that Allica Bank Limited blocked and closed its accounts. B would like compensation for the loss of interest as well as the time spent by B’s director dealing with the issues. He wants to know the reason for the closure, and he wou... (4 pages)View decision -
Decision Reference DRN-5892073
17 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5892073 The complaint H is a company. It complains that National Westminster Bank Plc wrongly defaulted a loan and did not provide it with information about that loan. H’s complaint has been brought on its behalf by its director, whom I’ll refer to “V”. What happened In May 2020 H t... (2 pages)View decision -
Decision Reference DRN-6300218
17 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6300218 The complaint Mr W’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credi... (9 pages)View decision -
Decision Reference DRN-6299967
17 Apr 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6299967 The complaint Mr and Mrs B’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 ... (12 pages)View decision -
Decision Reference DRN-6052831
17 Apr 2026 ZILCH TECHNOLOGY LIMITED Not upheldBanking and PaymentsDRN-6052831 The complaint Mr M complains about various aspects of his credit agreement with ZILCH TECHNOLOGY LIMITED. What happened Mr M took out a regulated consumer credit agreement with Zilch on March 2024. In summary he complains that: • Zilch hadn’t provided him with clear inform... (4 pages)View decision