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-6046685
5 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6046685 The complaint Mr A is unhappy with the offer Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) made to resolve his complaint about an unaffordable personal loan. Mr A also complains that Novuna has treated him unfairly while he’s been in financial diff... (3 pages)View decision -
Decision Reference DRN-6014586
5 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6014586 The complaint Mr H complained his claim related to an escape of water in his home was unfairly declined by Lloyds Bank General Insurance Limited (“Lloyds”) under his home insurance policy. What happened Mr H made a claim when he said a water leak from his toilet caused exten... (2 pages)View decision -
Decision Reference DRN-5983059
5 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5983059 The complaint Mrs H complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (who I’ll call Alphera) were unreasonable to default her account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only... (2 pages)View decision -
Decision Reference DRN-6053860
5 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-6053860 The complaint Mrs T is unhappy that a van supplied to her under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. What happened agreement with Close Brothers. She paid an advance payment of £5,... (4 pages)View decision -
Decision Reference DRN-5964076
5 Jan 2026 Fluro Platform Limited Not upheldConsumer CreditDRN-5964076 The complaint Miss E complains that Fluro Platform Limited (Fluro) lent irresponsibly when it approved his loan application. What happened Miss E applied for a Fluro loan of £6,000 over a 36 month term with Fluro in May 2025. In her application, Miss E said she was earning ... (3 pages)View decision -
Decision Reference DRN-5974143
5 Jan 2026 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5974143 The complaint Mr F has complained that advice he received from Harbour Rock Capital Limited (HRC) in February 2020 to transfer two existing personal pensions to a SIPP (self invested personal pension) with a new provider was unsuitable. At the time of the events complained ... (5 pages)View decision -
Decision Reference DRN-5131188
5 Jan 2026 RAYMOND JAMES WEALTH MANAGEMENT LIMITED Not upheldInvestmentsDRN-5131188 The complaint Mr M complains about the service he’s received from Raymond James Wealth Management Limited trading as Charles Stanley (CS). What happened The history leading up to this complaint is well known to the parties and therefore I have only summarised events below. ... (13 pages)View decision -
Decision Reference DRN-5956806
5 Jan 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-5956806 The complaint Mr G is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. Mr G has been represented during the claim and complaint process by Mrs G. For ease of reference, I will refer to any co... (5 pages)View decision -
Decision Reference DRN-5963209
5 Jan 2026 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5963209 The complaint Mrs V complains that Marks & Spencer Financial Services trading as M&S Bank lent irresponsibly when it approved her loan application. What happened Mrs V applied for an M&S Bank loan for £20,000 in July 2022. In her application, Mrs V gave an annua... (3 pages)View decision -
Decision Reference DRN-5989298
5 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5989298 The complaint Mr O has complained TSB Bank plc wouldn’t pay him appropriate compensation after lodging a protective CIFAS marker in his name. What happened In 2025 Mr O discovered there was a CIFAS marker lodged in his name. He complained to TSB. They explained they’d receiv... (2 pages)View decision