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
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Decision Reference DRN-5987052
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5987052 The complaint The estate of Mr R complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance 1 (‘Novuna’) is liable to pay it compensation under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) following a complaint made about a timeshare bought using... (5 pages)View decision -
Decision Reference DRN-5875700
2 Dec 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5875700 The complaint Mr and Mrs L complain that The National Farmers' Union Mutual Insurance Society Limited (“NFU”) unfairly cancelled their home insurance policy. What happened Mr and Mrs L had home insurance with NFU. They made a number of claims for damage to a wall at th... (3 pages)View decision -
Decision Reference DRN-5970273
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5970273 The complaint Ms C’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 her under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5977442
2 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5977442 The complaint Mrs W complains that Lloyds Bank Plc (Lloyds) failed to refund her for an unsatisfactory stay in a holiday villa. What happened Mrs W paid for a two week stay in a villa with a company I’ll call S, using her Lloyds debit card. When she arrived at the villa Mrs... (2 pages)View decision -
Decision Reference DRN-5989127
2 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5989127 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (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 (2)... (18 pages)View decision -
Decision Reference DRN-5978084
2 Dec 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5978084 The complaint Mrs S complains PayPal UK Ltd hasn’t credited her PayPal account with £880. What happened Mrs S had a fraudulent payment of £880 leave her PayPal account. PayPal agreed the payment wasn’t one Mrs S had authorised, so it agreed to refund her. Since Mrs S’ Pay... (2 pages)View decision -
Decision Reference DRN-5960757
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5960757 The complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer 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 ... (11 pages)View decision -
Decision Reference DRN-5775192
2 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5775192 The complaint Mrs H is complaining that Close Brothers Limited trading as Close Brothers Motor Finance (CBMF) shouldn’t have lent to her – she says the lending was unaffordable. Mrs H is represented in her complaint, but for ease I’ve written as if we’ve dealt directly with ... (3 pages)View decision -
Decision Reference DRN-5821814
2 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5821814 The complaint Mr H has complained that MotoNovo Finance Limited (MotoNovo) unfairly provided him with credit for a car. What happened In September 2020, Mr H entered into a finance agreement with MotoNovo for the purchase of a car as shown below. Date Amount of credit Te... (3 pages)View decision -
Decision Reference DRN-5958070
2 Dec 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5958070 The complaint Miss G says Nationwide Building Society, (‘Nationwide’) irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards some loans. She says she was already in financial difficulty when the loans were approv... (4 pages)View decision