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 130193 results
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Decision Reference DRN-6059282
11 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC UpheldBanking and PaymentsDRN-6059282 The complaint Miss M complains that Marks and Spencer Financial Services trading as M&S Bank lent irresponsibly when it approved her credit card application. What happened Miss M applied for an M&S Bank credit card in July 2024. In her application, Miss M gave an an... (3 pages)View decision -
Decision Reference DRN-6143797
11 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6143797 The complaint Ms A complains about charges Mercedes-Benz Financial Services UK Limited (MBFS) asked her to pay at the end of a lease. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ... (4 pages)View decision -
Decision Reference DRN-6145163
11 Feb 2026 Vodafone Limited UpheldConsumer CreditDRN-6145163 The complaint Miss H is unhappy with the information being reported on her credit file by Vodafone Limited (VL) and about how they handled her accounts when she was dealing with them. When I refer to what Miss H or VL have said or done, it should also be taken to include th... (4 pages)View decision -
Decision Reference DRN-6144876
11 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6144876 The complaint Ms B and Mr M complain about how AXA Insurance UK Plc and the loss adjustors they appointed have dealt with their subsidence claim. What happened Ms B and Mr M have buildings insurance for their property with AXA. In 2019 having noticed damage to their property... (11 pages)View decision -
Decision Reference DRN-6011343
11 Feb 2026 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-6011343 The complaint Miss F says Shop Direct Finance Company Limited trading as very and Littlewoods (‘Shop Direct’), irresponsibly lent to her. What happened This complaint is about two catalogue shopping agreements that Miss F took out with Shop Direct. Some details about these ... (3 pages)View decision -
Decision Reference DRN-6106034
11 Feb 2026 Everyday Lending Limited UpheldConsumer CreditDRN-6106034 The complaint Everyday Lending Limited trading as Evlo provided Mr S with two unsecured loans. The first was for £3,350 in August 2024. Under this agreement, Mr S was due to pay around £225 per month for 36 months. The second loan was for around £4,000 and included a re-fina... (2 pages)View decision -
Decision Reference DRN-6140895
11 Feb 2026 Evergreen Finance London Limited UpheldConsumer CreditDRN-6140895 The complaint Mr M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) gave him loans without carrying out sufficient affordability checks. Had better checks been made it would’ve seen Mr M was using is overdraft, taking other payday loan... (6 pages)View decision -
Decision Reference DRN-6020579
11 Feb 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6020579 The complaint Mr W complains about poor service from Stellantis Financial Services UK Limited (Stellantis) when he ended his Hire Purchase Agreement, and that end of contract charges were unfair. He would like outstanding charges waived and compensation of £3500 for the dis... (2 pages)View decision -
Decision Reference DRN-6140962
11 Feb 2026 Gain Credit LLC UpheldConsumer CreditDRN-6140962 The complaint Mr H complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr H’s borrowing can be found in the table below. loan number loan amount agreemen... (5 pages)View decision -
Decision Reference DRN-6133211
11 Feb 2026 Black Horse Limited UpheldConsumer CreditDRN-6133211 The complaint Mr G complains that a car supplied to him under a hire purchase agreement with Black Horse Limited was of unsatisfactory quality. What happened Mr G acquired a used vehicle under a hire purchase agreement with Black Horse Limited (BHL) in September 2023. The v... (4 pages)View decision