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 388057 results
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Decision Reference DRN-5854897
9 Dec 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5854897 The complaint Mr C complains Cabot Credit Management Group Limited aren’t taking into account all of his circumstances when contacting him regarding a debt. What happened As I understand it, Cabot are currently responsible for servicing an account which they’ve had since 201... (3 pages)View decision -
Decision Reference DRN-5926572
9 Dec 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5926572 The complaint Mrs C complains Oakbrook Finance Limited (Oakbrook) failed to carry out thorough enough financial checks before it approved a loan for her. What happened Mrs C says Oakbrook approved a loan for £2,000 in July 2025 but it had relied on a higher level of income t... (3 pages)View decision -
Decision Reference DRN-5877726
9 Dec 2025 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-5877726 The complaint Mr W complains Moorcroft Debt Recovery Limited contacted a family member about his debt. What happened As I understand it, Mr W has a debt with a company I’ll refer to as B. They asked Moorcroft to get in touch with Mr W because there was an outstanding debt re... (2 pages)View decision -
Decision Reference DRN-5892159
9 Dec 2025 Pastdue Credit Solutions Limited Not upheldConsumer CreditDRN-5892159 The complaint Mr W complains Pastdue Credit Solutions Limited contacted a family member about his debt. What happened As I understand it, Mr W has two accounts with Pastdue which were passed over to them by a lender I’ll refer to as C. Mr W complains Pastdue contacted a fami... (3 pages)View decision -
Decision Reference DRN-5970331
9 Dec 2025 Foundation for Credit Counselling Not upheldConsumer CreditDRN-5970331 The complaint Mrs M complains Foundation for Credit Counselling trading as Stepchange gave her misleading advice when entering into a Debt Management Plan (DMP) and Breathing Space. What happened Mrs M says during a live chat with Stepchange on 10 January 2025 she was explic... (4 pages)View decision -
Decision Reference DRN-5879798
9 Dec 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5879798 The complaint Mr S complains ACI-UK LIMITED trading as ACI have: • Failed to provide legal proof of debt ownership • Provided an incomplete and non-compliant subject access request (SAR) What happened As I understand it a debt in Mr S’ name was sold to a debt purchaser by a ... (4 pages)View decision -
Decision Reference DRN-5767695
9 Dec 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5767695 The complaint MotoNovo Finance Limited (‘MotoNovo’) provided Mr D with a hire purchase agreement in October 2019. The car price was £5,999, Mr D paid a £3,000 deposit and borrowed £2,999. He was due to repay 36 monthly repayments of £109. Mr D says the credit was provided ir... (2 pages)View decision -
Decision Reference DRN-5703914
8 Dec 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5703914 The complaint Mr S complains that Liverpool Victoria Financial Services Limited (‘LV’) would not accept his application for an income protection policy. To resolve his complaint, Mr S wants a declaration that he was unfairly refused insurance. He also believes he should be ... (4 pages)View decision -
Decision Reference DRN-5816815
8 Dec 2025 EE Limited UpheldConsumer CreditDRN-5816815 The complaint Mr H complains that EE Limited is holding him liable under a fixed sum lo agreement for an iPhone 16 he didn’t receive. What happened On 26 March 2025 Mr H ordered an iPhone 16 and entered into a fixed sum loan agreement with EE. Mr H agreed to pay monthly inst... (2 pages)View decision -
Decision Reference DRN-6005326
8 Dec 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6005326 The complaint Ms C complains that a car that was supplied to her under a hire purchase agreement with N.I.I.B. Group Limited, trading as Northridge Finance, wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint last month in which I ... (4 pages)View decision