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 391431 results
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Decision Reference DRN-5970476
28 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-5970476 The complaint Miss P complains that Lendable Limited trading as Autolend (Lendable) irresponsibly provided her with a loan. What happened Lendable provided Miss P with a loan of £4,000 (£4,235 including a loan fee) in June 2022. The loan was for 36 months with a monthly rep... (3 pages)View decision -
Decision Reference DRN-6098362
28 Jan 2026 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6098362 The complaint Mr B complains Lantern Debt Recovery Services Limited acquired his debt when he had an outstanding dispute with the original lender about irresponsible lending. He was also unhappy they’d contacted his guarantor and felt Lantern’s communications were threatenin... (3 pages)View decision -
Decision Reference DRN-6110431
28 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6110431 The complaint Mr O complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to a scam. In bringing his complaint to this service Mr O is represented, but for ease of reading I will refer to Mr O, throughout this decision. What happene... (4 pages)View decision -
Decision Reference DRN-6074327
28 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6074327 The complaint Mr K complains that Black Horse Limited (Black Horse) didn’t acknowledge or act on his request to either part exchange a vehicle he was financing through an agreement with them or to refinance the balance due. What happened The detailed background to this compl... (2 pages)View decision -
Decision Reference DRN-6053670
28 Jan 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-6053670 The complaint Ms N complains that HSBC UK Bank Plc: • stopped taking loan repayments. • passed an incorrect debt amount to a debt recovery company. • placed a default marker against her name. • registered an adverse fraud marker against her name. What happened As the circums... (3 pages)View decision -
Decision Reference DRN-6005196
28 Jan 2026 Intrum UK Limited Not upheldConsumer CreditDRN-6005196 The complaint Mr J complains Intrum UK Limited have contacted him regarding a loan he doesn’t remember taking out. He’s also unhappy they’ve shared his data with a third party. What happened As I understand it a loan in Mr J’s name was taken out with a company I’ll refer to ... (3 pages)View decision -
Decision Reference DRN-6103812
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6103812 The complaint Mr O complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parti... (2 pages)View decision -
Decision Reference DRN-5978521
28 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-5978521 The complaint This complaint’s about a mortgage Mr and Mrs D hold jointly with Bank of Scotland plc trading as Halifax. The complaint includes how Halifax treated a promissory note Mr D presented to it in 2022, debt recovery action (including referring the account to a third... (3 pages)View decision -
Decision Reference DRN-6012143
28 Jan 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-6012143 Complaint Mrs C complains that Toyota Financial Services (UK) PLC (“Toyota FS”) failed to act fairly and reasonably towards her when entering into a hire purchase agreement with her. She complained that Toyota FS didn’t disclose the commission it paid to the motor dealer th... (3 pages)View decision -
Decision Reference DRN-6037593
28 Jan 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-6037593 Complaint Mr S complains that Toyota Financial Services (UK) PLC (“Toyota FS”) failed to act fairly and reasonably towards him when entering into a hire-purchase agreement with him. He’s said that that Toyota FS failed to disclose the commission that it paid to the motor de... (3 pages)View decision