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 179155 results
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Decision Reference DRN-6075257
21 Jan 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-6075257 The complaint Mrs G is unhappy that a car supplied to her under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In May 2025, Mrs G was supplied with a used car through a hire purchase agreement with MotoNovo. The agree... (4 pages)View decision -
Decision Reference DRN-5841656
21 Jan 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5841656 The complaint Mr C complains that Link Financial Outsourcing Limited trading as Antelope Loans was irresponsible in its lending to him and hasn’t provided him with adequate support since he made it aware of his vulnerability. Mr C wants the interest on his loan removed such ... (4 pages)View decision -
Decision Reference DRN-5650690
21 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5650690 The complaint Mr S complains Starling Bank Limited unfairly closed his account and sent money that was paid into his account back to source. Mr S also complains that Starling didn’t make it clear to him he couldn’t use his account for anything related to cryptocurrency tradi... (4 pages)View decision -
Decision Reference DRN-5885799
21 Jan 2026 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5885799 The complaint Mr W complains about a car financed under a hire purchase agreement provided by N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’). Mr W’s complaint has been handled by a representative, but for ease, I’ve written as if we’ve dealt directly wit... (3 pages)View decision -
Decision Reference DRN-6095806
21 Jan 2026 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-6095806 The complaint Mr S complains that The Co-operative Bank plc closed his account in error and without instructions to do so. What happened On 18 July 2025 Mr S sent a message to the bank asking how he could close his account. Co-op interpreted the message as an instruction to ... (2 pages)View decision -
Decision Reference DRN-5980194
21 Jan 2026 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5980194 The complaint Mr M complains about the quality of a car supplied to him by Blue Motor Finance Ltd (“Blue Motor”). What happened Mr M entered into a hire purchase agreement with Blue Motor in February 2024 for the supply of a used car. The car was around ten years old and had... (4 pages)View decision -
Decision Reference DRN-5798339
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5798339 The complaint Mr K complains that Monzo Bank Ltd (“Monzo”) acted unfairly by not refunding payments he made using his credit card. What happened Mr K booked a voucher for a hotel (“the hotel”) abroad via an online booking platform (“the booking platform”). He paid a total of... (6 pages)View decision -
Decision Reference DRN-5824812
21 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5824812 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”), won’t refund him money he lost after he fell victim to a scam. Mr B has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will refer to Mr B throu... (6 pages)View decision -
Decision Reference DRN-5883933
21 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5883933 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happ... (4 pages)View decision -
Decision Reference DRN-6095766
21 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6095766 The complaint Mr B complains about a car he acquired through a finance agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera’) was of unsatisfactory quality. What happened The parties are familiar with the background details of thi... (4 pages)View decision