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-5841293
19 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5841293 The complaint Mr N complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him a loan without carrying out sufficient affordability checks. Mr N also says Lending Stream doesn’t want to accept his offer of a repayment plan. What happened In April 2... (5 pages)View decision -
Decision Reference DRN-6048800
19 Jan 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6048800 The complaint Mr M complains about charges he was asked to pay by Stellantis Financial Services UK Limited (Stellantis) and about their management of his agreement. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a... (3 pages)View decision -
Decision Reference DRN-6046402
19 Jan 2026 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-6046402 The complaint Miss T complains about her accounts with Home Retail Group Card Services Limited trading as Argos. What happened Miss T has two accounts with Argos – a credit card and a Fixed Sum Loan Agreement (loan). On 11 February 2025, she complained that the credit card w... (4 pages)View decision -
Decision Reference DRN-6045737
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6045737 The complaint Mr and Mrs M’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)... (13 pages)View decision -
Decision Reference DRN-6016301
19 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6016301 Complaint Miss S complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with her. She’s said that the finance that was unaffordable and this caused ongoing difficulty going forward particularly as she had to borrow to make the fin... (5 pages)View decision -
Decision Reference DRN-5784925
19 Jan 2026 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5784925 Complaint Mrs G has complained that Frasers Group Financial Services Limited (then trading as “Studio”) irresponsibly provided her with a catalogue shopping account and credit limit increases. She’s said that this credit was unaffordable for her and it resulted in her experi... (6 pages)View decision -
Decision Reference DRN-5782938
19 Jan 2026 Monzo Bank Ltd Not upheldConsumer CreditDRN-5782938 Complaint Mrs B has complained about a personal loan Monzo Bank Ltd (“Monzo”) which she says was unfairly lent to her. She says the loan was unaffordable as she already had a high amount of existing credit. Background Monzo provided Mrs B with a loan for £5,000.00 in May 20... (3 pages)View decision -
Decision Reference DRN-6044608
19 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6044608 Complaint Mrs B has complained about a credit card Capital One Europe Plc (“Capital One”) provided to her. She has said that the card was provided to her despite her existing high debt levels and clear difficulty. Background Capital One provided Mrs B with a credit card wi... (4 pages)View decision -
Decision Reference DRN-5990523
19 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5990523 Complaint Miss M has complained about the overdraft charges The Royal Bank of Scotland Plc (“RBS”) applied to her current account. She’s said that she was effectively locked into paying the overdraft charges which she couldn’t afford and this caused her ongoing difficulty. ... (6 pages)View decision -
Decision Reference DRN-5738611
19 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5738611 Complaint Mr D has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr D is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr D’s ... (6 pages)View decision