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-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 -
Decision Reference DRN-6110115
28 Jan 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6110115 Complaint Mr D complains that CA Auto Finance UK LTD (then trading as Fiat Financial Services (“Fiat FS”)) unfairly entered into a hire-purchase agreement with him. He’s said the payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. Mr ... (5 pages)View decision -
Decision Reference DRN-6045134
27 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6045134 The complaint Mr L complains that Lloyds Bank PLC declined his payment when he tried to make a purchase using Apple Pay. What happened On 2 November 2025 Mr L attempted to make a transaction for £724.50 using Apple Pay. The payment was declined. Mr L contacted Lloyds. He say... (2 pages)View decision -
Decision Reference DRN-6043702
27 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6043702 The complaint Mr G complains about end of contract charges when his agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions ended. What happened In 2020 Mr G was supplied with a car and entered into a lease hire agreement with Novuna. At the end of th... (2 pages)View decision