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 1473 results
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Decision Reference DRN-5785880
8 Dec 2025 Oakbrook Finance Limited UpheldConsumer CreditDRN-5785880 The complaint Mr M complains Oakbrook Finance Limited trading as Finio Loans (Finio) incorrectly set up a payment plan and recorded adverse information on his credit file. What happened The background to this complaint is well known to both parties, so I won’t repeat it at ... (2 pages)View decision -
Decision Reference DRN-4732203
8 May 2024 Pepper (UK) Limited UpheldMortgagesDRN-4732203 The complaint This complaint is about a mortgage Mr M holds with Pepper (UK) Ltd trading as Engage Credit. The complaint embraces several individual points (which I’ll list in due course) relating to Engage’s handling of arrears on Mr M’s account, charges applied to the mortgag... (5 pages)View decision -
Decision Reference DRN-5679168
17 Jul 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5679168 The complaint Mrs W complains that Everyday Lending Limited (“ELL”) recorded a default against her personal loan while she was vulnerable and experiencing a period of financial difficulty. What happened In January 2023, Mrs W successfully applied for a personal loan with ELL... (4 pages)View decision -
Decision Reference DRN-3854328
16 Jan 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3854328 The complaint Mr B says Capital One (Europe) plc unfairly defaulted his credit card account. What happened Capital One registered a default on Mr B’s account on 31 January 2022 as no payments had been made since 6 June 2021. Mr B says he asked for ‘breathing space’ on his accou... (2 pages)View decision -
Decision Reference DRN-4194403
19 Jun 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4194403 The complaint Mr M is unhappy with several aspects of the service he’s received from Nationwide Building Society, including that they charged interest on his accounts after he’d made them aware that he was experiencing financial difficulty. What happened Mr M had a current acco... (4 pages)View decision -
Decision Reference DRN-6019198
4 Feb 2026 Lowell Financial Ltd Not upheldConsumer CreditDRN-6019198 The complaint Mr D complains Lowell Financial Ltd (Lowell) are asking him to repay a debt which was irresponsibly lent. He’s also unhappy they didn’t identify there was irresponsible lending when purchasing the account, and that they didn’t take into account his vulnerabilit... (3 pages)View decision -
Decision Reference DRN-4600578
23 Aug 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4600578 The complaint Ms B complains that Moneybarn No. 1 Limited failed to support her when she fell into financial difficulty. What happened In October 2021 Ms B entered into a regulated conditional sale agreement to finance her purchase of a used car. The amount of credit was £4,... (6 pages)View decision -
Decision Reference DRN-5271762
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5271762 The complaint Mr A is unhappy with the service he received from Monzo Bank Ltd surrounding a payment that he made. What happened Mr A has a credit account with Monzo. In May 2024, Mr A contacted Monzo and explained that he was experiencing mental health issues which had impa... (3 pages)View decision -
Decision Reference DRN-3104456
14 Oct 2021 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3104456 The complaint Mr B is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS), acted when he asked for assistance with payments on his hire purchase agreement. Mr B is represented in this complaint by Ms B. But for ease, I’ll mainly ... (8 pages)View decision -
Decision Reference DRN-3664661
12 Sep 2022 Valour Finance Limited Not upheldConsumer CreditDRN-3664661 The complaint Mr C complained about several aspects relating to the lending by Valour Finance Limited trading as Savvy.co.uk. He complains that it lent to him irresponsibly. Mr C also complains that Savvy wrongly accused him of credit fraud. And Mr C complains that Savvy mis-ma... (6 pages)View decision