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-6171391
16 Mar 2026 Honda Finance Europe Plc Not upheldConsumer CreditDRN-6171391 The complaint Mrs C is unhappy with how Honda Finance Europe PLC trading as Honda Financial Services (HFE) have dealt with her when she had difficulties maintaining payments. When I refer to what Mrs C has said and what HFE have said, it should also be taken to include thin... (4 pages)View decision -
Decision Reference DRN-6195933
16 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6195933 The complaint NewDay Limited provided Miss R with a credit card account, with a credit limit of £1,200, in November 2022. The credit limit was increased to £2,200 in November 2023 and to £3,200 in March 2024. NewDay also provided Miss R with another credit card account, with... (2 pages)View decision -
Decision Reference DRN-6029650
16 Mar 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6029650 The complaint Mr and Mrs J complain that Lloyds Bank PLC won’t refund the money they lost when they fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. But I have summarised the key events ... (8 pages)View decision -
Decision Reference DRN-6184918
16 Mar 2026 AutoMoney Trust Limited UpheldConsumer CreditDRN-6184918 The complaint Mr T complains that a van that was supplied to him under a hire purchase agreement with AutoMoney Limited wasn’t of satisfactory quality and was misrepresented to him. Mr T is being helped with his complaint by a representative. What happened I issued a provisi... (5 pages)View decision -
Decision Reference DRN-6221610
16 Mar 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6221610 The complaint Mr P complains about the calculation by Santander Consumer (UK) plc, trading as Santander Consumer Finance, of the interest payable on a conditional sale agreement under which a car was supplied to him. What happened I issued a provisional decision on this comp... (3 pages)View decision -
Decision Reference DRN-6018459
16 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6018459 THE COMPLAINT Miss J complains that Lloyds Bank PLC (“Lloyds”) will not reimburse her money she says she lost when she fell victim to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in d... (4 pages)View decision -
Decision Reference DRN-6157060
16 Mar 2026 Black Horse Limited Not upheldConsumer CreditDRN-6157060 The complaint Ms K is unhappy with how Black Horse Limited (‘BHL’) treated her when she got into financial difficulty in relation to a hire purchase agreement taken to acquire a used car. What happened Around January 2020 Ms K entered into a hire purchase agreement with BHL... (4 pages)View decision -
Decision Reference DRN-6220631
16 Mar 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6220631 The complaint Mr B and Ms J’s complaint is, in essence, that First Holiday Finance Ltd (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... (13 pages)View decision -
Decision Reference DRN-6198350
16 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6198350 The complaint Mr R has complained that HSBC UK Bank Plc (trading as first direct) won’t refund money which he says he lost in a scam. What happened In summary: in summer 2021, Mr R made a payment of around £7,500 to a friend. In late 2025, Mr R reported this payment to first... (2 pages)View decision -
Decision Reference DRN-6227032
16 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6227032 The complaint Mrs I’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (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 1... (11 pages)View decision