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-6078206
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6078206 The complaint Mr H and Mrs G 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)... (7 pages)View decision -
Decision Reference DRN-5751478
15 Jan 2026 Valour Finance Limited Not upheldConsumer CreditDRN-5751478 The complaint Mr B complains about Valour Finance Limited trading as Savvy.co.uk (“Valour”). He says the credit agreement doesn’t adequately explain that extra interest that will be charged should he wish to settle the loan early. Had Mr B been aware that extra interest woul... (3 pages)View decision -
Decision Reference DRN-6079658
15 Jan 2026 Trading 212 UK Limited UpheldBanking and PaymentsDRN-6079658 The complaint Mr M complains that Trading 212 UK Limited won’t refund what he says are unauthorised payments. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. Mr M holds ... (5 pages)View decision -
Decision Reference DRN-5995240
15 Jan 2026 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5995240 The complaint Mr S complains about the way Shop Direct Finance Company Limited trading as Very (‘Very’) handled his claim for a refund. What happened The background to this complaint is well known by both parties so I’ll focus my decision on my findings. I issued an informal... (2 pages)View decision -
Decision Reference DRN-5981023
15 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5981023 The complaint Mr and Mrs S’ complaint is about a transaction on their bank account with Lloyds Bank PLC. They are unhappy that a refundable deposit they paid was not credited back to their account when they thought it should have been. What happened On 27 April 2025 Mr S pai... (3 pages)View decision -
Decision Reference DRN-5968783
14 Jan 2026 247 Money Group Limited Not upheldConsumer CreditDRN-5968783 The complaint Miss M complains that a hire purchase agreement with 247 Money Group Limited under which a car was supplied to her was unaffordable and that it lent to her irresponsibly. What happened A used car was supplied to Miss M under a hire purchase agreement with 247 M... (3 pages)View decision -
Decision Reference DRN-6077373
14 Jan 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6077373 The complaint Mr K has complained about the quality of a car provided on finance by CA Auto Finance UK Ltd (“CAAF”). What happened The parties are familiar with the background of this complaint so I will only summarise what happened briefly here. CAAF supplied Mr K with a u... (9 pages)View decision -
Decision Reference DRN-5926035
14 Jan 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5926035 The complaint Ms S complains that Tandem Motor Finance Limited didn’t accept her rejection of a car that was supplied to her under a hire purchase agreement. What happened A used car was supplied to Ms S under a hire purchase agreement with Tandem Motor Finance that she elec... (3 pages)View decision -
Decision Reference DRN-5910602
14 Jan 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5910602 The complaint Miss H complains that a car that was supplied to her under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Miss H under a conditional ... (3 pages)View decision -
Decision Reference DRN-5973978
14 Jan 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5973978 The complaint Miss S complains about the quality of a car supplied to her by Moneybarn NO.1 Limited (“Moneybarn”). What happened Miss S entered into a conditional sale agreement with Moneybarn for the supply of a used car in June 2024. The car was around seven years old and ... (4 pages)View decision