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-5912420
30 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5912420 The complaint Miss H complains that PayPal UK Limited lent irresponsibly when it approved her credit card application. What happened Miss H applied for a PayPal credit card in July 2022. In her application, Miss H said she was employed with a net monthly income of between £... (3 pages)View decision -
Decision Reference DRN-5666347
30 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5666347 The complaint Miss A complains Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) was irresponsible in its lending to her. What happened Miss A was provided with a credit card by Virgin Money in August 2022. The initial credit limit was set at £5000 and wasn’t incr... (3 pages)View decision -
Decision Reference DRN-5798802
30 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5798802 The complaint Mr B complains that Santander UK Plc allowed him to use his account for gambling despite him having applied gambling blocks. What happened Mr B has a current account with Santander. Mr B says that Santander allowed him to gamble £30,000 in two weeks, when he o... (3 pages)View decision -
Decision Reference DRN-6057457
30 Jan 2026 Carmoola Limited UpheldConsumer CreditDRN-6057457 The complaint Mr J complains that a car supplied to him under a hire purchase agreement with Carmoola Limited (CL) was of unsatisfactory quality. What happened In November 2024, Mr J entered into a hire purchase agreement with CL to acquire a used car. The car was around fi... (4 pages)View decision -
Decision Reference DRN-5973274
30 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5973274 The complaint Ms M complains that NewDay Ltd irresponsibly provided her with an unaffordable credit card. What happened NewDay provided Ms M with a Debenhams branded credit card in 2015 with an opening limit of £1,000. NewDay has confirmed the credit limit was never increase... (5 pages)View decision -
Decision Reference DRN-6003514
30 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6003514 The complaint The estate of Mr A’s complaint is, in essence, that Mitsubishi HC Capital Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with Mr A under Section140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’)... (9 pages)View decision -
Decision Reference DRN-6118344
30 Jan 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6118344 The complaint Mr C complains about the response of Accredited Insurance (Europe) Ltd (‘Accredited’) to his home insurance claim. Some of Mr C’s dissatisfaction relates to the actions of agents that were acting on behalf of Accredited. As Accredited are the underwriters of th... (5 pages)View decision -
Decision Reference DRN-5838591
30 Jan 2026 Close Brothers Limited Not upheldConsumer CreditDRN-5838591 The complaint Mr F complains that a car supplied to him under a conditional sale agreement with Close Brothers Limited (trading as Close Brothers Motor Finance) (CBL) is of unsatisfactory quality. Mr F has been represented during the complaints process. For ease of reference... (3 pages)View decision -
Decision Reference DRN-6014117
30 Jan 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6014117 The complaint Mrs M complains about how Tesco Underwriting Limited (Tesco) handled a claim under her motor insurance policy for damage to her car in an accident. Any reference to Tesco in this decision includes its agents. What happened In December 2024 Mrs M was involved i... (3 pages)View decision -
Decision Reference DRN-6078860
30 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6078860 The complaint Mr and Mrs M complain about how AXA Insurance UK Plc (AXA) dealt with a claim on their motor insurance. References to AXA include other organisations and individuals acting on its behalf What happened Mr and Mrs M had motor insurance underwritten by AXA. Mrs M ... (4 pages)View decision