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 388057 results
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Decision Reference DRN-5751070
12 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5751070 The complaint Mrs H’s complaint is, in essence, that Mitusbishi HC Capital UK PLC trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (11 pages)View decision -
Decision Reference DRN-5832383
12 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5832383 The complaint Mr C complains that Lloyds Bank PLC (Lloyds) unfairly closed his account without providing a proper explanation. Mr C H says this caused him unnecessary stress and worry. What happened Mr C had an account with Lloyds, which he opened in 2007. In October 2024,... (3 pages)View decision -
Decision Reference DRN-5804368
12 Jan 2026 Paymentsense Limited Not upheldBanking and PaymentsDRN-5804368 The complaint A company which I’ll call ‘E’ complains that Paymentsense Limited trading as Dojo behaved unreasonably when charging a cancellation fee after providing poor service. The complaint is brought on E’s behalf by its director, Ms N. What happened For ease of under... (4 pages)View decision -
Decision Reference DRN-6068734
12 Jan 2026 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-6068734 The complaint Miss M has complained about a built-in wardrobe she paid for using a fixed sum loan agreement with Creation Consumer Finance Ltd (“Creation”). What happened The parties are familiar with the background of this complaint, so I will summarise it here, which refle... (4 pages)View decision -
Decision Reference DRN-6052229
12 Jan 2026 Klarna Financial Services UK Limited UpheldConsumer CreditDRN-6052229 The complaint Mrs R complains about the way Klarna Financial Services UK Limited trading as Klarna (‘Klarna’) dealt with her claim for a refund. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in... (2 pages)View decision -
Decision Reference DRN-5900685
12 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5900685 Complaint Mr C has complained about a loan Mitsubishi HC Capital UK Plc (trading as “Novuna” Personal Finance) provided to him. He says he believes proper affordability checks weren’t carried out when he applied for his loan as his credit file would have shown that he alread... (3 pages)View decision -
Decision Reference DRN-5851837
12 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5851837 Complaint Mr W complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In November 202... (3 pages)View decision -
Decision Reference DRN-5987155
12 Jan 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-5987155 Complaint Mr Q has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that it ought to have known the loan was unaffordable and so shouldn’t have provided it to him. Background 118 118 Money provided Mr Q with a loan for £1,5... (3 pages)View decision -
Decision Reference DRN-6020933
12 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6020933 Complaint Mr A has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr A is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr A’s account were unfair as there was a... (6 pages)View decision -
Decision Reference DRN-6023923
12 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6023923 Complaint Ms O complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional-sale agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In May 20... (3 pages)View decision