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
-
Decision Reference DRN-5767932
4 Dec 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5767932 The complaint Mr C is unhappy with the quality of a car financed using a hire purchase agreement from Toyota Financial Services (UK) PLC. What happened In July 2024 Mr C entered into a hire purchase agreement with Toyota for a used car. The car was around six years old and h... (3 pages)View decision -
Decision Reference DRN-5836488
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5836488 The complaint Mr and Mrs F’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’). What ... (10 pages)View decision -
Decision Reference DRN-5704183
4 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5704183 The complaint Mr M complains that Zopa Bank Limited (“Zopa”) irresponsibly lent to him. What happened Zopa provided Mr M with a personal loan in March 2024 for £7,500, with a total amount repayable of £10,597.07 over 48 months. The monthly payments were around £220. I unders... (4 pages)View decision -
Decision Reference DRN-5888324
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5888324 The complaint Mr and Mrs B’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)... (12 pages)View decision -
Decision Reference DRN-5692123
4 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5692123 The complaint Miss G complains that Startline Motor Finance Limited irresponsibly provided her with an unaffordable regulated hire purchase agreement. What happened In July 2023 Startline provided Miss G with a hire purchase agreement to finance a car with a cash price of £1... (4 pages)View decision -
Decision Reference DRN-5706861
4 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5706861 The complaint Monzo Bank Ltd (“Monzo”) provided Mr M with an overdraft with a credit limit of £250 on 18 July 2023. Mr M says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here... (3 pages)View decision -
Decision Reference DRN-5896817
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5896817 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) closed his account without explanation. What happened Mr G had a current account with Monzo. In March 2025, Monzo contacted Mr G to confirm it had decided to close his account, without providing notice and in line w... (3 pages)View decision -
Decision Reference DRN-5659063
4 Dec 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5659063 The complaint Miss R complains that Gain Credit LLC trading as Lending Stream lent to her irresponsibly when they provided her with four instalment loans. What happened In 2023, Miss R was provided with an instalment loan by Lending Stream for £200, repayable over six insta... (3 pages)View decision -
Decision Reference DRN-5813946
4 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5813946 The complaint Mr H is unhappy with the decision made by AXA Insurance UK Plc (AXA) following a claim made for damage caused by an escape of water incident. S Homes and Mr H are both party to this complaint. Mr H also has a representative (Mrs H) dealing with the complaint o... (2 pages)View decision -
Decision Reference DRN-5986838
4 Dec 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5986838 The complaint Miss L complains that PROPEL HOLDINGS (UK) LIMITED, trading as Quid Market, lent to her irresponsibly. She’s also unhappy with how it dealt with her complaint, and some subsequent communication. What happened Miss L was provided one short-term loan by Quid Mar... (4 pages)View decision