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-6055197
6 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6055197 The complaint Mr T 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 January 2024 Mr T acquired a used car under a hire purchase agreement wit... (9 pages)View decision -
Decision Reference DRN-6056149
6 Jan 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6056149 The complaint Mr S complains that Wise Payments Limited (‘Wise’) won’t refund the money he lost after falling victim to a scam. What happened Mr S was contacted via a messaging app by someone who offered him an online job, posting reviews of hotels. He was required to compl... (4 pages)View decision -
Decision Reference DRN-6014314
6 Jan 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-6014314 The complaint A company that I will refer to as C, complains that ClearBank Limited trading as Tide blocked and closed its account. C is also unhappy that Tide has failed to release money that was paid into the account. Mr T, a director of, brings the complaint on behalf of... (5 pages)View decision -
Decision Reference DRN-6047276
6 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6047276 The complaint Mr S and Mrs S’ complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and de... (10 pages)View decision -
Decision Reference DRN-5821564
6 Jan 2026 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5821564 The complaint Mr T is unhappy Salary Finance Loans Limited provided him with a loan which he says was unaffordable. What happened Salary Finance provided Mr T with a loan for £8,000 in January 2021. This was due to be repaid in 36 monthly instalments of around £295. The pur... (3 pages)View decision -
Decision Reference DRN-5833820
6 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5833820 The complaint Mr B complains about Advantage Insurance Company Limited’s handling of his contents insurance claim. All references to Advantage also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a... (3 pages)View decision -
Decision Reference DRN-5729808
6 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5729808 The complaint Mr B complains that Monzo Bank Ltd (Monzo) won’t refund the money he’s lost as a result of scam. What happened The detailed background to this complaint is well known to both parties and the following is a brief summary of what happened. Mr B is a student and... (4 pages)View decision -
Decision Reference DRN-5768865
6 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5768865 The complaint Mrs O complains about a credit card she had with Zopa Bank Limited (Zopa) being subject to security breaches and Zopa’s level of professionalism when handling her concerns about those breaches. What happened The detailed background to this complaint is well kno... (2 pages)View decision -
Decision Reference DRN-6033334
6 Jan 2026 Society of Lloyd's Not upheldInsuranceDRN-6033334 The complaint Mr U has complained about the way Society of Lloyd's (Lloyd’s) dealt with a claim he made for a stolen car under his car insurance policy. What happened Mr U bought a temporary car insurance policy with the insurer Lloyd’s for nine days. During this time ... (4 pages)View decision -
Decision Reference DRN-6030801
6 Jan 2026 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-6030801 The complaint Mr G complains that the car he acquired through Marsh Finance & Commercial Limited (“Marsh”) wasn’t of satisfactory quality. He says the car is faulty and it took more than three months for an engineer to visit. What happened Mr G entered into a hire purcha... (5 pages)View decision