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 392389 results
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Decision Reference DRN-5848368
7 Jan 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5848368 Complaint Miss S has complained about a loan Admiral Financial Services Limited (trading as “Admiral Money”) provided to her. She says that the loan was unaffordable given her circumstances at the time. Background Admiral Money provided Miss S with a loan for £9,000.00 in N... (3 pages)View decision -
Decision Reference DRN-5955297
7 Jan 2026 Bridgewater Support Solutions Ltd Not upheldConsumer CreditDRN-5955297 The complaint Mr A complains Bridgewater Support Solutions Ltd trading as DFH Financial Solutions didn’t handle his Debt Management Plan (DMP) process properly. What happened On 4 August 2023 Mr A seemingly first contacted DFH to discuss two debts he had which he was concern... (4 pages)View decision -
Decision Reference DRN-6037002
7 Jan 2026 Plata Finance Limited Not upheldConsumer CreditDRN-6037002 Complaint Mr W has complained about a loan Plata Finance Limited (“Plata Finance”) provided to him. He says the loan was unaffordable and so shouldn’t have been provided to him. Background Plata Finance provided Mr W with a loan for £8,000.00 in August 2024. This loan had a... (3 pages)View decision -
Decision Reference DRN-5961071
7 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5961071 Complaint Ms A has complained that Capital One Europe plc (“Capital One”) irresponsibly provided a credit card as well a subsequent credit limit increase to her. She says that the credit card and limit increase were unaffordable and caused her continued financial difficulty ... (5 pages)View decision -
Decision Reference DRN-5948661
7 Jan 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-5948661 Complaint Miss H has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says that it ought to have known the loan was unaffordable and she wasn’t in a position to sustainably manage further credit at this time. Background 118 118... (3 pages)View decision -
Decision Reference DRN-5831943
7 Jan 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5831943 Complaint Mr Y has complained about a loan Oakbrook Finance Limited (trading as “Likely Loans”) provided to him. He says he shouldn’t have been lent to as the loan was unaffordable and the reasons for this would have been clear had bank statements been requested from him. ... (3 pages)View decision -
Decision Reference DRN-5785930
7 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5785930 Complaint Mr W has complained about a credit card and subsequent credit limit increase Capital One (Europe) plc (“Capital One”) provided to him. He says that the credit card and the subsequent limit increase shouldn’t have been provided as they were unaffordable for him and ... (5 pages)View decision -
Decision Reference DRN-5794046
7 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5794046 Complaint Mr M has complained about a loan Mitsubishi HC Capital UK Plc (trading as “Novuna” Personal Finance) provided to him. He says he believes proper affordability checks weren’t carried out when he applied for his loan as his credit file would have shown that he alread... (3 pages)View decision -
Decision Reference DRN-5962177
7 Jan 2026 Next Retail Limited Not upheldConsumer CreditDRN-5962177 The complaint Mrs S complains Next Retail Limited (‘NextPay’) failed to refund her account correctly after she returned items she had ordered. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in ... (2 pages)View decision -
Decision Reference DRN-6059227
7 Jan 2026 esure Insurance Limited UpheldInsuranceDRN-6059227 The complaint Mr C has complained his insurer, esure Insurance Limited, didn’t pay a fair settlement for his car under his motor insurance policy after he was involved in an accident. And about how they handled his claim and didn’t supply a hire car under the policy. What ha... (5 pages)View decision