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-6093795
11 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6093795 The complaint Mrs H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (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) (t... (11 pages)View decision -
Decision Reference DRN-6020579
11 Feb 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6020579 The complaint Mr W complains about poor service from Stellantis Financial Services UK Limited (Stellantis) when he ended his Hire Purchase Agreement, and that end of contract charges were unfair. He would like outstanding charges waived and compensation of £3500 for the dis... (2 pages)View decision -
Decision Reference DRN-6140962
11 Feb 2026 Gain Credit LLC UpheldConsumer CreditDRN-6140962 The complaint Mr H complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr H’s borrowing can be found in the table below. loan number loan amount agreemen... (5 pages)View decision -
Decision Reference DRN-6133211
11 Feb 2026 Black Horse Limited UpheldConsumer CreditDRN-6133211 The complaint Mr G complains that a car supplied to him under a hire purchase agreement with Black Horse Limited was of unsatisfactory quality. What happened Mr G acquired a used vehicle under a hire purchase agreement with Black Horse Limited (BHL) in September 2023. The v... (4 pages)View decision -
Decision Reference DRN-6014292
11 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6014292 The complaint Ms M is being represented by a claims manager. She’s complaining about Wise Payments Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms M fell victim to a cruel investment scam. After responding to an advert on so... (4 pages)View decision -
Decision Reference DRN-6038812
11 Feb 2026 AmTrust Specialty Limited UpheldInsuranceDRN-6038812 The complaint Mr and Mrs M complain that AmTrust Specialty Limited unfairly declined a claim under their motor legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What hap... (3 pages)View decision -
Decision Reference DRN-6053517
11 Feb 2026 Fintern Ltd Not upheldConsumer CreditDRN-6053517 The complaint Mr W complains Fintern Ltd trading as Abound (Abound) failed to carry out thorough enough financial checks before it approved a loan for him. What happened Mr W says Abound approved a loan of £14,000 in January 2025, but its affordability assessment relied on v... (3 pages)View decision -
Decision Reference DRN-6014304
11 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6014304 The complaint Ms M is being represented by a claims manager. She’s complaining about Bank of Scotland plc trading as Halifax because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms M fell victim to a cruel investment scam. After responding ... (4 pages)View decision -
Decision Reference DRN-6014564
11 Feb 2026 Western Circle Ltd Not upheldConsumer CreditDRN-6014564 The complaint Mr M complains that Western Circle Ltd trading as Cashfloat lent to him 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 in dispute, so I’ll focus on giving the reason... (2 pages)View decision -
Decision Reference DRN-6056018
11 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6056018 The complaint Mr J complains that he has been subjected to repeat account reviews and multiple requests for identification from HSBC within a short period of time. What happened I understand that Mr J was initially contacted in May 2025 by HSBC so that it could complete a sa... (2 pages)View decision