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 381082 results
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Decision Reference DRN-5659932
24 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5659932 The complaint Mr G complains that some end of contract hire charges Mitsubishi HC Capital UK PLC (Mitsubishi) applied were unfair. He would like these waived. What happened The details of this complaint are well known to both parties, so I won't repeat these again here... (2 pages)View decision -
Decision Reference DRN-5705008
24 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5705008 The complaint Mr R’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decid... (14 pages)View decision -
Decision Reference DRN-5492000
24 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5492000 The complaint Miss D complains that National Westminster Bank PLC (NatWest) lent to her irresponsibly as she could not afford the repayments on the loans. What happened Miss D took three loans with NatWest and the table summarises the lending. Loan Date Loan amount Loan term... (3 pages)View decision -
Decision Reference DRN-5609718
24 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5609718 The complaint Mr A complains about Admiral Insurance (Gibraltar) Limited’s decision to decline a claim for the cost of a replacement key under a motor insurance policy. What happened Mr A had a motor insurance policy with Admiral that included cover in the event of lost keys... (2 pages)View decision -
Decision Reference DRN-5543353
24 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5543353 The complaint Miss K complains American Express Services Europe Limited (‘Amex’) didn’t set up a direct debit from her nominated account. Miss K would like this rectifying. What happened Miss K complained to Amex that she’d not been able to set up a direct debit from her n... (2 pages)View decision -
Decision Reference DRN-5671055
24 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5671055 The complaint Mr S complains that American Express Services Europe Limited (AESEL) registered a late payment marker on his credit file and suspended his account without giving him prior notice. What happened Mr S holds a credit card account with AESEL. On 22 October 2024 Mr ... (3 pages)View decision -
Decision Reference DRN-5690069
24 Jul 2025 Ecclesiastical Insurance Office Plc Not upheldInsuranceDRN-5690069 The complaint A limited company, which I will refer to as N, complains that Ecclesiastical Insurance Office Plc declined its business interruption insurance claim, made for losses relating to the COVID-19 pandemic. What happened The following is intended merely as a summary ... (3 pages)View decision -
Decision Reference DRN-5706356
24 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5706356 The complaint With the help of a professional representative (PR), Ms B complains that Vanquis Bank Limited lent to her irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Ms B. What happened On 21 November 2012, Ms B opened a credit card account w... (4 pages)View decision -
Decision Reference DRN-5704985
24 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5704985 The complaint Mr B has complained about the interest rate on a loan he took out with Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (“Novuna”). What happened Mr B, alongside his wife, took out a timeshare membership from a timeshare supplier (“the Supplier”... (7 pages)View decision -
Decision Reference DRN-5674746
24 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5674746 The complaint Mrs B has complained about several matters arising out of a loan taken from Clydesdale Financial Services Limited (the ‘Lender’) to pay for a timeshare. What happened In or around October 2007, Mrs B – together with her husband – agreed to trade in an existing ... (4 pages)View decision
