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-6014005
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6014005 The complaint Mr and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (17 pages)View decision -
Decision Reference DRN-6013978
11 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-6013978 The complaint Mrs B complains that Creation Consumer Finance Ltd (Creation) has treated her unfairly in relation to its obligation with regard to goods purchased through a loan. What happened In July 2023, Mrs B purchased two sofas (the goods) from a merchant, who I’ll call ... (3 pages)View decision -
Decision Reference DRN-6013956
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6013956 The complaint Ms G and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (8 pages)View decision -
Decision Reference DRN-5613010
11 Dec 2025 UK Mortgage Lending Ltd UpheldMortgagesDRN-5613010 The complaint Mr and Mrs H’s complaint is about a second charge mortgage they had with UK Mortgage Lending Ltd trading as Pepper Money. They believe that Pepper Money’s decision to lend was irresponsible as the mortgage was not affordable and their credit rating was very low... (6 pages)View decision -
Decision Reference DRN-6002460
11 Dec 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-6002460 The complaint Mrs W complains Go Car Credit Limited (“Go Car”) gave her car finance when she couldn’t afford it. What happened In July 2021, Go Car provided Mrs W with a hire purchase agreement for a used car. The vehicle had a cash price of £12,990, Mrs W put down a £3,000... (4 pages)View decision -
Decision Reference DRN-5646535
11 Dec 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5646535 The complaint Miss C complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) shouldn’t have given her any loans because at the time she was trapped in a debt spiral. What happened A summary of Miss C’s borrowing can be found below. loan number loan amou... (4 pages)View decision -
Decision Reference DRN-5783449
11 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5783449 The complaint Miss H has complained that MotoNovo Finance Limited (MotoNovo) unfairly provided her with credit for a car. What happened In June 2022, Miss H entered into a finance agreement with MotoNovo for the purchase of a car as shown below. She then settled the agreeme... (3 pages)View decision -
Decision Reference DRN-5992028
11 Dec 2025 Tymit Ltd Not upheldBanking and PaymentsDRN-5992028 The complaint Ms D says Tymit Ltd (‘Tymit’) has treated her unfairly in relation to a credit card she has with it. She says it has closed her account, whilst she is still making repayments, and this has impacted her credit score unfairly. What happened This complaint is abo... (3 pages)View decision -
Decision Reference DRN-6007962
11 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-6007962 The complaint Miss H complains about the decline of a buildings insurance claim by Ageas Insurance Limited following a storm event. What happened The following is intended only as a summary of the key events. A buildings insurance policy was in place from June 2024 to June 2... (7 pages)View decision -
Decision Reference DRN-6013847
11 Dec 2025 Hill Mathieson Limited UpheldInsuranceDRN-6013847 The complaint Mr S has complained about his loss assessor Hill Mathieson Limited which he had instructed to assist him with a claim to his home insurer for water damage. What happened In October 2024 there was a burst pipe in the flat above Mr S’s home. His flat was damaged... (9 pages)View decision