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 185689 results
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Decision Reference DRN-6087631
23 Apr 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6087631 The complaint Mr K complains that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services is of unsatisfactory quality. What happened In December 2023 Mr K entered into a hire purchase agreement wit... (4 pages)View decision -
Decision Reference DRN-6246883
23 Apr 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-6246883 The complaint Mr S has complained that MotoNovo Finance Limited (“MotoNovo”) provided credit to him irresponsibly and that this credit was unaffordable. What happened What happened Mr S entered into a finance agreement (“the Agreement”) with MotoNovo for the purchase of a va... (4 pages)View decision -
Decision Reference DRN-6235746
23 Apr 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6235746 The complaint Mr M is complains that a vehicle supplied to him under a conditional sale agreement with MONEYBARN NO.1 LIMITED trading as Moneybarn (MBL) was misrepresented to him. What happened In March 2021, Mr M acquired a used car through a conditional sale agreement he t... (3 pages)View decision -
Decision Reference DRN-6307510
23 Apr 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6307510 The complaint Mr C complains about the outcome of a claim made to Lendable Ltd trading as Zable, and about how the claim was handled. What happened In September 2025, Mr C made two payments to an offshore gambling company (the merchant) using his Zable credit card. The first... (5 pages)View decision -
Decision Reference DRN-6263834
23 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6263834 The complaint Ms R complains that Lloyds Bank PLC irresponsibly provided her with a credit card. What happened Ms R holds a credit card with Lloyds; it was opened in 2022, with a limit of £2,500. Some years later, in 2025, Ms R complained to Lloyds. She said, in summary, t... (3 pages)View decision -
Decision Reference DRN-6313037
23 Apr 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6313037 The complaint Mrs M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (12 pages)View decision -
Decision Reference DRN-6168822
23 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6168822 The complaint Ms I complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY administered her applications for a personal loan. What happened The background to this complaint is well-known to both parties. So, I won’t cover each and every point here; rather, I’ll... (3 pages)View decision -
Decision Reference DRN-6243981
23 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6243981 The complaint Mr A complains that NewDay Ltd trading as Aqua (‘NewDay’) recorded a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in s... (3 pages)View decision -
Decision Reference DRN-6173254
23 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6173254 The complaint A limited company, which I’ll refer to as C, complains that National Westminster Bank Public Limited Company has wrongly removed funds from its bank accounts and obstructed its attempts at voluntary liquidation. C’s complaint has been referred to us by its sole... (4 pages)View decision -
Decision Reference DRN-6175553
23 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6175553 The complaint Mr S complains that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, irresponsibly lent to him. What happened The background to this complaint is well-known to all parties. So, I won’t cover each and every point here. Instead, I’ll set out a b... (4 pages)View decision