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-6057355
14 Jan 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-6057355 The complaint Mr K complains that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Limited trading as Tandem is of unsatisfactory quality. What happened In March 2025, Mr K entered into a hire purchase agreement with Tandem Motor Finance Limit... (3 pages)View decision -
Decision Reference DRN-5421271
14 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5421271 The complaint Ms B complains that Metro Bank PLC (Metro Bank, hereinafter) hasn’t refunded the losses she’s incurred when falling victim to a romance scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In... (5 pages)View decision -
Decision Reference DRN-6001567
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6001567 The complaint Mr S’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (8 pages)View decision -
Decision Reference DRN-6078135
14 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6078135 The complaint Mrs F complains Mitsubishi HC Capital UK PLC (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Mrs F is represe... (13 pages)View decision -
Decision Reference DRN-5897547
14 Jan 2026 EE Limited UpheldConsumer CreditDRN-5897547 The complaint Mrs W complained about the quality of a mobile phone supplied to her under a fixed sum loan agreement with EE Limited. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly here. Mrs W b... (3 pages)View decision -
Decision Reference DRN-6036890
14 Jan 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6036890 The complaint Mrs B complains that STARTLINE MOTOR FINANCE LIMITED lent to her irresponsibly when they provided her with a hire purchase agreement for the purchase of a motor vehicle. What happened Mrs B applied for a hire purchase agreement with Startline to purchase a mot... (4 pages)View decision -
Decision Reference DRN-5886435
14 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5886435 The complaint Mr K’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5831782
14 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5831782 The complaint Mr W complains J.P. Morgan Europe Limited trading as Chase declined several payments he wanted to make meaning he lost out on financial returns. What happened Mr W has an account with Chase with a debit card. He’s told us that he has problems with gambling and ... (2 pages)View decision -
Decision Reference DRN-6078165
14 Jan 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6078165 The complaint Mr T complains that Lloyds Bank PLC reduced his credit limit unfairly and won’t now increase his credit limit from the level they reduced it to. What happened Mr T, who is disabled and whose only income is government benefits, has a credit card account with Ll... (4 pages)View decision -
Decision Reference DRN-5922765
14 Jan 2026 J D Williams & Company Limited UpheldConsumer CreditDRN-5922765 The complaint Mr M complains that J D Williams & Company Limited (JDW) acted irresponsibly in lending to him. What happened Around August 2019 Mr M applied for a revolving credit facility (catalogue account) with JDW. His application was successful with the account opened... (4 pages)View decision