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 392389 results
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Decision Reference DRN-5866196
16 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5866196 Complaint Mr D complains that CA Auto Finance UK LTD (at the time using the trading name of “Fiat Financial” Services) unfairly entered into a hire-purchase agreement with him. He’s said the agreement was unaffordable and so he shouldn’t have been accepted for it. Backgroun... (3 pages)View decision -
Decision Reference DRN-5848071
16 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5848071 Complaint Mr W complains that Creation Consumer Finance Ltd (“Creation”) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable as the interest rate was extremely high. Background In November 2023, C... (3 pages)View decision -
Decision Reference DRN-5881865
16 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5881865 The complaint Miss M says Shop Direct Finance Company Limited trading as Very (‘Very’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a running credit account. She says that it increased the credit ... (5 pages)View decision -
Decision Reference DRN-5850487
16 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5850487 The complaint Mr H has complained Bank of Scotland plc, trading as Halifax won’t refund him for numerous cash machine withdrawals he didn’t authorise. What happened On 13 December 2024 Mr H received a medical payout from his employment and more than £13,500 was credited to h... (2 pages)View decision -
Decision Reference DRN-5738301
16 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5738301 The complaint Mrs M says Zopa Limited lent to her irresponsibly. What happened Mrs M took out a 48-month loan from Zopa for £20,000 in May 2023. The APR was 9.38% and the monthly repayments were £497.69. Mrs M says the loan was unaffordable for her, she was already in a lot ... (3 pages)View decision -
Decision Reference DRN-5811943
16 Oct 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5811943 The complaint Miss M complains about charges when she returned her car at the end of a hire agreement provided by Ald Automotive Limited (“AAL”). What happened In November 2020, Miss M acquired a brand-new car using a hire agreement with AAL. When Miss M returned the car at... (3 pages)View decision -
Decision Reference DRN-5813727
16 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5813727 The complaint Mr S has complained Lloyds Bank PLC lodged a fraud-related marker on an industry fraud database in his name. What happened In October 2023 Mr S opened an account with Lloyds Bank. By the end of November Lloyds told him they’d decided to close his account. Mr S’... (2 pages)View decision -
Decision Reference DRN-5707296
16 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5707296 The complaint Mr Q complains that Barclays Bank UK PLC (“Barclays”) debited a transaction amounting to £1,954.71 from his account. Mr Q says that he did not make or otherwise authorise this transaction. What happened The details of this complaint are well known to both parti... (3 pages)View decision -
Decision Reference DRN-5838975
16 Oct 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5838975 The complaint Mr B says he was forced to take out a joint buy to let mortgage by a family member. He says Barclays Bank UK PLC assisted in this. Mr B says the mortgage has impacted his life and mental health. He asks that the mortgage is cancelled or he’s released from it. W... (3 pages)View decision -
Decision Reference DRN-5867618
16 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5867618 The complaint Mr P is unhappy that Santander UK Plc won’t switch his mortgage to interest only temporarily. He has explained that he is aware he needs to sell his property as it’s no longer affordable, but due to personal family circumstances, he’s unable to do so for a few ... (7 pages)View decision