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-5947342
14 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5947342 The complaint Mrs D complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with a loan without carrying sufficient affordability checks. What happened In April 2025, MoneyBoat advanced one loan of £300. This was to be repaid in... (3 pages)View decision -
Decision Reference DRN-6076697
14 Jan 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6076697 The complaint Miss P complains about the quality of a vehicle she acquired through a hire purchase agreement financed by Mercedes-Benz Financial Services UK Limited trading as Mercedes- Benz Finance (MBFS). What happened In September 2024 Miss P acquired a new car through a... (4 pages)View decision -
Decision Reference DRN-5953543
14 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5953543 The complaint Mr S complains Nationwide Building Society (Nationwide) unfairly recorded a missed payment marker on his credit file. What happened Mr S says on 7 July 2025 he made a manual payment of £250 to his credit card account to cover the minimum payment required for Au... (3 pages)View decision -
Decision Reference DRN-5738087
14 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5738087 The complaint Mr N complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him a loan without carrying out sufficient affordability checks. Had better checks been made Lending Stream would’ve realised he couldn’t afford the repayments. What happened... (3 pages)View decision -
Decision Reference DRN-6069438
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6069438 The complaint Ms P complains that Santander UK Plc (‘Santander’) won’t refund a transaction she made with her credit card. For completeness and in setting out the background of what’s happened here in full, I note there is another complaint with our service in respect of a ... (6 pages)View decision -
Decision Reference DRN-6025235
14 Jan 2026 Magenta Financial Services Limited UpheldInvestmentsDRN-6025235 The complaint Mr W, represented by his daughter Mrs W, complains that Magenta Financial Services Limited, acting as his financial advisers, failed to take account of his estate planning needs and to provide the ongoing advice service for which he was charged. What happened T... (7 pages)View decision -
Decision Reference DRN-5989033
14 Jan 2026 Lloyds Bank PLC Not upheldMortgagesDRN-5989033 The complaint Mr P and Mrs P complain that Lloyds Bank PLC carried out a search on Mrs P’s credit file without her consent, and discussed her data with Mr P. Mrs P asks that Lloyds accepts liability, explains why her data was used without her consent and pays compensation fo... (3 pages)View decision -
Decision Reference DRN-6050825
14 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6050825 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money has sent him confusing messages about his account balance and asked him to call it when there was no reason to. What happened Virgin Money said it hadn’t made a mistake. In its final response lette... (2 pages)View decision -
Decision Reference DRN-5867806
14 Jan 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5867806 The complaint Mr A complains about Liverpool Victoria Insurance Company Limited’s (‘LV’) handling of a subsidence claim he made on his home insurance policy. He says their contractors failed to complete repairs and this meant he had to incur significant costs putting things ... (3 pages)View decision -
Decision Reference DRN-6069391
14 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6069391 The complaint Ms P complains that Lloyds Bank PLC (‘Lloyds’) won’t refund transactions she made with her credit card. For completeness and in setting out the background of what’s happened here in full, I note there is another complaint with our service in respect of a furth... (6 pages)View decision