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-6301281
20 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6301281 The complaint Mr C and Mrs C complaint is, in essence, Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidi... (4 pages)View decision -
Decision Reference DRN-5955988
20 Apr 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5955988 The complaint Mrs G has complained that BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services supplied her with a car that wasn’t of satisfactory quality. What happened Mrs G took out a car finance agreement with Alphera in January 2025. However, on 20 Fe... (2 pages)View decision -
Decision Reference DRN-5951453
20 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5951453 The complaint Mr A has complained that Lloyds Bank PLC unfairly reported a default on his credit file. What happened Mr A had an account with Lloyds, and contacted it after being unable to log into his banking app. He discovered his account had been closed, and raised a comp... (2 pages)View decision -
Decision Reference DRN-5923027
20 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5923027 The complaint Mr T has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY sent a payment out of working hours, putting him over his agreed overdraft limit. What happened Mr T had arranged for a £1,818.20 payment to be sent from his NatWest account on 30 July 20... (2 pages)View decision -
Decision Reference DRN-6265951
20 Apr 2026 Black Horse Limited Not upheldConsumer CreditDRN-6265951 The complaint Mr N has complained that Black Horse Limited has treated him unfairly following the termination of his finance agreement with it. What happened Mr N entered into a car finance agreement with Black Horse. However, it was agreed the car should be rejected, as it ... (2 pages)View decision -
Decision Reference DRN-6174007
20 Apr 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6174007 Complaint Ms G complains that Moneybarn No.1 Limited (“Moneybarn”) failed to act fairly and reasonably towards her when entering into a conditional sale agreement with her. She’s said that Moneybarn failed to disclose the commission it paid to the motor dealer that introduc... (3 pages)View decision -
Decision Reference DRN-6294539
20 Apr 2026 Plata Finance Limited Not upheldConsumer CreditDRN-6294539 Complaint Miss J has complained about a loan Plata Finance Limited (“Plata”) provided to her. She says the loan was unaffordable given her personal and financial circumstances and so shouldn’t have been provided. Background Plata provided Miss J with a loan for £7,500.00 in... (3 pages)View decision -
Decision Reference DRN-6275569
20 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6275569 Complaint Mr H has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to him. He says that the credit card was unaffordable and so shouldn’t have been provided to him. Background Virgin Money provided Mr H with a credit card with a limit... (3 pages)View decision -
Decision Reference DRN-6288010
20 Apr 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6288010 Complaint Mr G has complained about a loan Zopa Bank Limited (“Zopa”) provided to him. He says that the repayments to the loan were not affordable and so it was irresponsibly provided to him. Background Zopa provided Mr G with a loan for £19,000.00 in June 2023. The total a... (3 pages)View decision -
Decision Reference DRN-6271698
20 Apr 2026 Plata Finance Limited Not upheldConsumer CreditDRN-6271698 Complaint Mr D has complained about a personal loan Plata Finance Limited (“Plata”) provided to him. He says the loan was unaffordable and if his bank statements had been requested it would have been clear that he was gambling. Background Plata provided Mr D with a loan for... (3 pages)View decision