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 401363 results
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Decision Reference DRN-5542467
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5542467 The complaint Mr B complains that Santander UK Plc provided poor customer service when handling his fraud claim. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. In or around January 2025, Mr B contact... (4 pages)View decision -
Decision Reference DRN-5794656
11 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5794656 Complaint Mr F is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam. Background Mr F wanted to publish a book that he had written and found a company online advertising its services. I’ll refer to that company as Company A. He was... (3 pages)View decision -
Decision Reference DRN-6013812
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6013812 The complaint Mr D’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal 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 ... (4 pages)View decision -
Decision Reference DRN-6011625
11 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6011625 The complaint Mr S complained about what happened when Bank of Scotland plc blocked his account and he was asked to go to a branch to verify his identity. What happened Bank of Scotland blocked a payment Mr S wanted to make and sent him a message requesting him to phone its... (5 pages)View decision -
Decision Reference DRN-6014047
11 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6014047 The complaint Shawbrook Bank Limited (‘Shawbrook’) provided Mr W with a loan in January 2020 to purchase a boiler. The loan was for £2,778 and was repayable by way of 60 monthly payments of £56.73. Mr W says the loan was provided irresponsibly. What happened The details of ... (2 pages)View decision -
Decision Reference DRN-5998923
11 Dec 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5998923 The complaint Mr R 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 R’s borrowing can be found in the table below. loan number loan amount agreemen... (6 pages)View decision -
Decision Reference DRN-5949292
11 Dec 2025 Next Retail Limited Not upheldConsumer CreditDRN-5949292 The complaint Mr M complains about the way Next Retail Limited (‘Next’) handled matters related to his credit account. What happened In May 2025 Mr M opened a credit account with Next and placed an order. Mr M makes various complaints about the credit account (the security c... (2 pages)View decision -
Decision Reference DRN-5632754
11 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5632754 The complaint Mr C complains about a car supplied under a hire purchase agreement, provided by BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (‘BMWFS’). What happened Around July 2024 Mr C acquired a used car under a hire purchase agreement with B... (6 pages)View decision -
Decision Reference DRN-5931281
11 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5931281 The complaint Mr L complains Lloyds Bank PLC unfairly handled his overdraft and incorrectly recorded adverse information on his credit file. What happened Mr L held a Lloyds account which was in its overdraft. Mr L reached out to a debt management support service – who I wi... (6 pages)View decision -
Decision Reference DRN-5977134
11 Dec 2025 NOVITAS LOANS LIMITED Not upheldConsumer CreditDRN-5977134 The complaint Mr C complains about the way Novitas Loans Limited administered a fixed sum loan agreement he entered into. What happened In 2019, Mr C entered into a fixed sum loan agreement with Novitas to fund some legal proceedings. The loan facility was for a maximum amou... (2 pages)View decision