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-5686851
3 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5686851 The complaint Mr H complains about the way BMW FINANCIAL SERVICES (GB) LIMITED trading as BMW Financial Services dealt with a request to change the mileage allowance on his hire purchase agreement. What happened In July 2022, Mr H was supplied with a used car through a hire ... (5 pages)View decision -
Decision Reference DRN-5986390
3 Dec 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5986390 Complaint Miss C has complained about a personal loan Fairscore Ltd (trading as “Updraft”) which she says was unfairly lent to her. She says the loan was unaffordable as she already had a high amount of credit and high repayments. Background Updraft provided Miss C with a l... (3 pages)View decision -
Decision Reference DRN-5919407
3 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5919407 The complaint Mr G complains PayPal UK Ltd won’t refund him for a phone he bought. What happened Mr G bought several phones, and three of them were blocked around six months after he’d bought them. Mr G couldn’t get much response from the supplier, so he raised buyer prot... (3 pages)View decision -
Decision Reference DRN-5920420
3 Dec 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5920420 The complaint Mr and Mrs S are unhappy that AXIS Specialty Europe SE trading as AXIS Specialty London declined to fully cover a claim they made on their travel insurance policy. What happened Mr and Mrs S were on holiday when Mrs S fell and injured herself. She required surg... (3 pages)View decision -
Decision Reference DRN-5157677
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5157677 The complaint Mr and Mrs E complain about Bank of Scotland plc trading as ‘Halifax’. They say that they have been the victims of a scam and would like Halifax to refund them the money they have lost under the Lending Standards Board’s Contingent Reimbursement Model (CRM) Cod... (3 pages)View decision -
Decision Reference DRN-5992692
3 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5992692 The complaint Mr and Mrs 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 (... (9 pages)View decision -
Decision Reference DRN-5958205
3 Dec 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5958205 The complaint Miss S says Bank of Scotland plc trading as Halifax (‘Halifax’), irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards her loans. And it should have recognised that, over time, her lending increase... (4 pages)View decision -
Decision Reference DRN-5990260
3 Dec 2025 Nationwide Building Society UpheldMortgagesDRN-5990260 The complaint Mr D complains that, although he kept in touch with Nationwide Building Society and paid towards his mortgage each month while his house sold, Nationwide told Credit Reference Agencies that he’d missed these payments, so he couldn’t get a new mortgage now. What... (5 pages)View decision -
Decision Reference DRN-5704713
3 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5704713 The complaint Mr Y complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) irresponsibly lent to him and provided him credit limit increases when they shouldn’t have. What happened Mr Y applied for a credit card with Tesco in March 2022. The application was approved... (3 pages)View decision -
Decision Reference DRN-5918993
3 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5918993 The complaint Ms O complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Ms O was approved for a Virgin Money credit card in January 2022 (which I will refer to as A in this decision), with a £23,900 credit limit. She was approve... (5 pages)View decision