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 391431 results
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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 -
Decision Reference DRN-5985514
5 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-5985514 The complaint Mr P says Lendable Ltd irresponsibly lent to him. What happened Mr P took out a 60-month instalment loan for £10,000 from Lendable on 4 December 2024. There was a loan fee of £586 and the monthly repayments were £245.75. Mr P says Lendable should not have lent ... (4 pages)View decision -
Decision Reference DRN-5510019
5 Jan 2026 Santander UK Plc Not upheldMortgagesDRN-5510019 The complaint Miss B complains about a secured loan she has with Santander UK Plc. She says this was taken out in joint names with her ex-partner, but without her consent. Miss B says she was unable to complain about the fraud to Santander without the loan documentation. Mis... (3 pages)View decision -
Decision Reference DRN-5846557
5 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5846557 The complaint Miss J is unhappy with the way TSB Bank plc considered her chargeback claim for clothes bought with her debit card. What happened Miss J bought some clothing from an online merchant in May 2024, using her TSB debit card. When she received the clothing, she wasn... (3 pages)View decision -
Decision Reference DRN-5923894
5 Jan 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5923894 The complaint Mr R complains that Oakbrook Finance Limited lent irresponsibly when it approved his loan application. What happened Mr R applied for an Oakbrook loan in April 2019. In his application, Mr R said he had an annual income of £17,500 and was renting his property.... (3 pages)View decision