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-6014047
11 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6014047 The complaint Shawbrook Bank Limited (‘Shawbrook’) provided Mr W with a loan in January 2020 to purchase a boiler. The loan was for £2,778 and was repayable by way of 60 monthly payments of £56.73. Mr W says the loan was provided irresponsibly. What happened The details of ... (2 pages)View decision -
Decision Reference DRN-5998923
11 Dec 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5998923 The complaint Mr R complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr R’s borrowing can be found in the table below. loan number loan amount agreemen... (6 pages)View decision -
Decision Reference DRN-5949292
11 Dec 2025 Next Retail Limited Not upheldConsumer CreditDRN-5949292 The complaint Mr M complains about the way Next Retail Limited (‘Next’) handled matters related to his credit account. What happened In May 2025 Mr M opened a credit account with Next and placed an order. Mr M makes various complaints about the credit account (the security c... (2 pages)View decision -
Decision Reference DRN-5632754
11 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5632754 The complaint Mr C 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 July 2024 Mr C acquired a used car under a hire purchase agreement with B... (6 pages)View decision -
Decision Reference DRN-5931281
11 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5931281 The complaint Mr L complains Lloyds Bank PLC unfairly handled his overdraft and incorrectly recorded adverse information on his credit file. What happened Mr L held a Lloyds account which was in its overdraft. Mr L reached out to a debt management support service – who I wi... (6 pages)View decision -
Decision Reference DRN-5977134
11 Dec 2025 NOVITAS LOANS LIMITED Not upheldConsumer CreditDRN-5977134 The complaint Mr C complains about the way Novitas Loans Limited administered a fixed sum loan agreement he entered into. What happened In 2019, Mr C entered into a fixed sum loan agreement with Novitas to fund some legal proceedings. The loan facility was for a maximum amou... (2 pages)View decision -
Decision Reference DRN-6014005
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6014005 The complaint Mr and Mrs E’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 (2)... (17 pages)View decision -
Decision Reference DRN-6013978
11 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-6013978 The complaint Mrs B complains that Creation Consumer Finance Ltd (Creation) has treated her unfairly in relation to its obligation with regard to goods purchased through a loan. What happened In July 2023, Mrs B purchased two sofas (the goods) from a merchant, who I’ll call ... (3 pages)View decision -
Decision Reference DRN-6013956
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6013956 The complaint Ms G and Mrs H’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 (... (8 pages)View decision -
Decision Reference DRN-5613010
11 Dec 2025 UK Mortgage Lending Ltd UpheldMortgagesDRN-5613010 The complaint Mr and Mrs H’s complaint is about a second charge mortgage they had with UK Mortgage Lending Ltd trading as Pepper Money. They believe that Pepper Money’s decision to lend was irresponsible as the mortgage was not affordable and their credit rating was very low... (6 pages)View decision