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-6290848
21 Apr 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6290848 The complaint Mrs P has complained about how Bank of Scotland plc trading as Halifax (Halifax) handled a refund claim she made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. Wha... (5 pages)View decision -
Decision Reference DRN-6292727
21 Apr 2026 Yorkshire Building Society UpheldMortgagesDRN-6292727 The complaint This complaint is about two buy-to-let (BTL) mortgages that Ms M took out in 2008 with Yorkshire Building Society trading as Chelsea Building Society (Chelsea). There are several strands to the complaint, which relate predominantly to how Chelsea has treated Ms... (5 pages)View decision -
Decision Reference DRN-6304913
21 Apr 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6304913 The complaint Ms H complains that the car she acquired through STARTLINE MOTOR FINANCE LIMITED (“SMFL”) wasn’t of satisfactory quality. She wants SMFL to cancel the credit agreement and accept the rejection of the car. What happened Ms H entered into a hire purchase agreemen... (4 pages)View decision -
Decision Reference DRN-6266527
21 Apr 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6266527 The complaint Fairscore Ltd trading as Updraft provided Mr C with a £5,000 loan on 1 August 2025. Mr C says the credit was provided irresponsibly. 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... (2 pages)View decision -
Decision Reference DRN-6267357
21 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6267357 The complaint Mr G complains that MONZO BANK LIMITED hasn’t reimbursed him the funds he says were lost to a scam. What happened The background to this complaint is well-known and is set out within the investigator’s findings which was sent to both parties, so I won’t repeat... (4 pages)View decision -
Decision Reference DRN-6259744
21 Apr 2026 Close Brothers Limited Not upheldConsumer CreditDRN-6259744 The complaint Miss S says Close Brothers Limited, trading as Close Brothers Motor Finance (‘Close Brothers’) were unreasonable to terminate her finance agreement and default her account when she’d informed them of her circumstances. What happened The detailed background to t... (2 pages)View decision -
Decision Reference DRN-6305686
21 Apr 2026 Zenauto Limited UpheldConsumer CreditDRN-6305686 The complaint Mrs B complains about the administration of a lease agreement she had with ZenAuto Limited (ZenAuto). Mrs B says that the amounts she was quoted to extend the lease were very high and she couldn’t afford to extend it. This caused her distress and impacted her f... (4 pages)View decision -
Decision Reference DRN-6245531
21 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6245531 The complaint Mr D complains that Nationwide Building Society placed a restriction on his debit card without alerting him. He is also dissatisfied with the way Nationwide handled his complaint. What happened Mr D was away from home attending a ticketed event when he discove... (2 pages)View decision -
Decision Reference DRN-6289109
21 Apr 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6289109 The complaint Mr and Mrs C’s complaint is, in essence, that First Holiday Finance Ltd 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 (2) deciding ag... (12 pages)View decision -
Decision Reference DRN-6292569
21 Apr 2026 Loans 2 Go Limited Not upheldConsumer CreditDRN-6292569 The complaint Loans 2 Go Limited trading as Loans 2 Go provided Mr M with a £2,000 loan in September 2023. Mr M says the credit was provided irresponsibly. What happened Mr M was provided with two loans by Loans 2 Go; the first loan was repaid by the second. Mr M’s complain... (2 pages)View decision