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 179851 results
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Decision Reference DRN-5805671
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5805671 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs W purchased membership of a timeshare (the ‘Fractional Club... (9 pages)View decision -
Decision Reference DRN-5598937
13 Feb 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-5598937 The complaint M Ltd complains that Zempler Bank Limited (“Zempler”) won’t reimburse money it lost as a result of a scam. What happened As it was one of M Ltd’s directors – Mr C – that interacted with the fraudsters, for ease I’ve generally referred to him throughout this de... (11 pages)View decision -
Decision Reference DRN-6043002
13 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6043002 The complaint Ms H complains that Zopa Bank Limited failed to make reasonable adjustments to enable her to successfully verify her identity and as a consequence her application has been unfairly declined. The details of this complaint are well known to both parties, so I wo... (2 pages)View decision -
Decision Reference DRN-6115888
13 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6115888 The complaint Mr L has complained that Nationwide Building Society (“Nationwide”) didn’t refund him his Flex Plus account fees, when he asked for a refund. What happened Mr L opened a fee-paying Flex Plus packaged account with Nationwide. Mr L says that he moved abroad a few... (2 pages)View decision -
Decision Reference DRN-6141934
13 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6141934 The complaint Miss S complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss S was approved for a Vanquis credit card in April 2025, with a £3,000 credit limit. Miss S says that Vanquis irresponsibly lent to her. Miss S made a complaint to Vanquis, ... (3 pages)View decision -
Decision Reference DRN-5952964
13 Feb 2026 Equals Money UK Limited Not upheldBanking and PaymentsDRN-5952964 The complaint A company, which I will refer to as H, complains that Equals Money UK Limited, trading as Card One Money, closed its account and won’t reimburse funds it lost to fraud. Miss R, who is a director of H, brings the complaint on H’s behalf. What happened As the cir... (4 pages)View decision -
Decision Reference DRN-6050664
13 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6050664 The complaint Fairscore Ltd, trading as Updraft, provided Miss K with the following loan: Date Amount Monthly repayments Term (months) February 2025 £4,500£144.67 48 Miss K says the loan was unaffordable and provided irresponsibly. What happened The details of this compla... (2 pages)View decision -
Decision Reference DRN-5824919
13 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5824919 The complaint Mr W complains that PayPal UK Ltd won’t close his account and he’s unhappy with its request for identification documents. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in di... (2 pages)View decision -
Decision Reference DRN-6152477
13 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6152477 The complaint Mr R complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit ... (10 pages)View decision -
Decision Reference DRN-6104967
13 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6104967 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved two credit card applications he made. Mr H also complains about the lack of support provided by Virgin Money when he experienced financial difficulties. What ha... (5 pages)View decision