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 381196 results
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Decision Reference DRN-5703952
28 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5703952 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (the ‘CCA’). Background to the complaint Mr P purchased membership of a timeshare (the ‘Frac... (11 pages)View decision -
Decision Reference DRN-5640732
28 Jul 2025 Avantia Insurance Limited Not upheldInsuranceDRN-5640732 The complaint Miss S and Mr T are unhappy with the sale of their home insurance policy by Avantia Insurance Limited trading as HomeProtect (‘Avantia’). Upon making a home insurance claim following a flood, they’ve discovered that they had a £2,500 compulsory flood excess on ... (3 pages)View decision -
Decision Reference DRN-5720463
28 Jul 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5720463 The complaint Mr T complains about a car supplied under a hire purchase agreement, provided by Toyota Financial Services (UK) PLC. What happened Around March 2024 Mr T acquired a used car under a hire purchase agreement with Toyota. The car is listed with a cash price of £3... (7 pages)View decision -
Decision Reference DRN-5571859
28 Jul 2025 Acasta European Insurance Company Limited Not upheldInsuranceDRN-5571859 The complaint Mr S complains about Acasta European Insurance Company Limited’s offer to settle his home appliance insurance claim for his television. My references to Acasta include its agents. What happened Mr S has home appliance insurance, insured by Acasta. The policy c... (2 pages)View decision -
Decision Reference DRN-5720255
28 Jul 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5720255 The complaint Mrs M complains about the decision by Hiscox Insurance Company Limited (‘Hiscox’) to decline indemnity for her motor insurance claim following an accident. Some of Mrs M’s dissatisfaction is about the actions of Hiscox’s appointed agents. As Hiscox have accepte... (3 pages)View decision -
Decision Reference DRN-5245187
28 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5245187 The complaint C is a company which has brought this complaint through its director, whom I’ll refer to as Mr G. C complains that National Westminster Bank Plc called in two loan accounts and transferred them to its recoveries department. It also closed C’s current account. W... (2 pages)View decision -
Decision Reference DRN-5684412
28 Jul 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5684412 The complaint Mr S complains about the interest rate that Nationwide Building Society is charging on a loan that it made to him. What happened Mr S applied to Nationwide for a £15,000 loan in January 2025 which was offered with a representative rate of interest of 6.1%. His ... (2 pages)View decision -
Decision Reference DRN-4443930
28 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4443930 The complaint Mrs P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mrs P, along with h... (12 pages)View decision -
Decision Reference DRN-5251501
28 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5251501 The complaint Mr H is unhappy that Revolut Ltd (“Revolut”) won’t refund him the money he lost after he fell victim 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. But in summary, I understand it t... (3 pages)View decision -
Decision Reference DRN-5720237
28 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5720237 The complaint Mr S complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened Around March 2024 Mr S acquired a used car under a hire purchase agreement with BM... (8 pages)View decision
