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 387322 results
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Decision Reference DRN-5991418
6 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5991418 The complaint Mrs C complains that Bank of Scotland acted irresponsibly when it allowed her to increase her overdraft limits from January 2022 because had it conducted proportionate checks it would have seen it wasn’t affordable or sustainable. Mrs C has also complained abo... (3 pages)View decision -
Decision Reference DRN-5835237
6 Jan 2026 Close Brothers Limited Not upheldConsumer CreditDRN-5835237 The complaint Ms U complains that the car she acquired through Close Brothers Limited (“CBL”) wasn’t of satisfactory quality. She wants CBL to pay for repairs or, failing that, to accept rejection of the car. Ms U is represented in her complaint. For ease of reading, I shal... (5 pages)View decision -
Decision Reference DRN-5785746
6 Jan 2026 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5785746 The complaint Miss H complains Cabot Credit Management Group Limited trading as Cabot Financial haven’t written off her accounts when she thinks they should. What happened Miss H had accounts with two other entities – I’ll refer to them as F and V. These accounts were sold t... (3 pages)View decision -
Decision Reference DRN-5979677
6 Jan 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5979677 The complaint Miss H complains about the level of service and the support she received from MONEYBARN NO.1 LIMITED, trading as Moneybarn (“Moneybarn”) when she experienced financial difficulties in respect of her regulated credit agreement. What happened Miss H entered into ... (4 pages)View decision -
Decision Reference DRN-6055880
6 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6055880 The complaint Miss M complains that Monzo Bank Ltd won’t refund her money she lost when she fell victim to an impersonation scam. Also, about the poor level of service she received when she contacted them about the scam. What happened The detailed background to this complai... (7 pages)View decision -
Decision Reference DRN-5966626
6 Jan 2026 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5966626 The complaint Mrs M complains The Royal Bank of Scotland plc (RBS) failed to carry out thorough enough affordability checks before it approved a loan for her. What happened Mrs M says RBS agreed a loan for £6,500 payable over five years in June 2021. Mrs M says RBS failed to... (3 pages)View decision -
Decision Reference DRN-5961513
6 Jan 2026 Arnold Clark Automobiles Limited Not upheldConsumer CreditDRN-5961513 The complaint Ms M complains about the level of service she received from Arnold Clark Automobiles Limited (“ACAL”) when she acquired a new car in 2024. She says she was pressured into signing the credit agreement. Ms M is represented in her complaint. For ease of reading, ... (3 pages)View decision -
Decision Reference DRN-5993267
5 Jan 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5993267 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited, trading as Porsche Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mr H under a hire... (3 pages)View decision -
Decision Reference DRN-6001892
5 Jan 2026 Motability Operations Limited UpheldConsumer CreditDRN-6001892 The complaint Miss H complains that a car that was supplied to her under a hire agreement with Motability Operations Limited wasn’t of satisfactory quality and about other issues arising from the car being destroyed by a fire. What happened A new car was supplied to Miss H u... (4 pages)View decision -
Decision Reference DRN-6055823
5 Jan 2026 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-6055823 The complaint Mr and Mrs V are unhappy with how Lloyds Bank General Insurance Limited trading as Halifax dealt with their home insurance claim after a house fire. The complaint involves the actions of agents acting on Lloyds’ behalf. Any reference to Lloyds includes its age... (4 pages)View decision