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 392389 results
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Decision Reference DRN-5928225
17 Nov 2025 Evolution Money Limited UpheldMortgagesDRN-5928225 The complaint Mr T complains that Evolution Money Limited mis-sold him a secured (second charge) loan in 2022. What happened Mr M discussed taking out a secured loan with Evolution Money. Evolution Money recommended that he take a loan with Evolution Lending, a sister firm o... (3 pages)View decision -
Decision Reference DRN-5946925
17 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5946925 The complaint Mrs B complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) reneged on an agreement to let her exceed crypto currency payment limits. She is also unhappy with the poor service provided when considering the issues. What happened Mrs B contacted Na... (6 pages)View decision -
Decision Reference DRN-5955530
17 Nov 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5955530 The complaint Mr R is a sole trader. He complaints that Stripe Payments UK Ltd behaved unreasonably as it withheld his money which he’d like returned. What happened Mr R told us: • He had money in another country and had used Stripe to transfer funds to himself. He now rea... (3 pages)View decision -
Decision Reference DRN-5937950
17 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5937950 The complaint Mr L’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 ... (5 pages)View decision -
Decision Reference DRN-5928216
17 Nov 2025 Evolution Lending Limited UpheldMortgagesDRN-5928216 The complaint Mr T says that a secured (second charge) loan he took out in 2022 with Evolution Lending Limited was unaffordable and irresponsibly lent. He also complained that Evolution hadn’t made reasonable adjustments in how it contacted him when he was in arrears. What h... (5 pages)View decision -
Decision Reference DRN-5955449
17 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5955449 The complaint Mr C complains about a car supplied under a conditional sale agreement, provided by MONEYBARN NO.1 LIMITED. What happened Around September 2024 Mr C acquired a used car under a conditional sale agreement with Moneybarn. The car is listed with a cash price of £... (5 pages)View decision -
Decision Reference DRN-5925271
17 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5925271 The complaint Mr K is unhappy that Great Lakes Insurance UK Limited unfairly declined his travel insurance claim. References to Great Lakes include its agents. What happened In October 2024, Mr K was due to fly abroad using three connecting flights. One of his connecting f... (2 pages)View decision -
Decision Reference DRN-5803496
17 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5803496 The complaint Mrs J is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. Mrs J has been represented during the claim and complaint process by Mr D. For ease of reference, I will refer to any commen... (4 pages)View decision -
Decision Reference DRN-5857025
17 Nov 2025 MetLife UK Limited Not upheldPensions and AnnuitiesDRN-5857025 The complaint Mr P’s representative has complained, on his behalf, that a part of his retirement portfolio with MetLife UK Limited has been mismanaged. What happened Mr P has been invested into the MetLife Retirement Portfolio since 17 May 2016. The pension portfolio was spl... (10 pages)View decision -
Decision Reference DRN-5874047
17 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5874047 The complaint Mr T complains about the way in which Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) managed his account. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. I... (3 pages)View decision