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-5892386
13 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5892386 The complaint Mr L complains about a hire purchase agreement he has with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). Mr L is unhappy after attempting to voluntary terminate the hire purchase agreement as he believes the amount quoted... (3 pages)View decision -
Decision Reference DRN-6029466
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6029466 The complaint C, a company, complains that Monzo Bank Ltd unreasonably blocked a payment that its director, Mr T, attempted to make, resulting in a financial loss. What happened In November 2025, Mr T made a payment from C’s Monzo account to a business account it held with a... (2 pages)View decision -
Decision Reference DRN-6142951
13 Feb 2026 247 Money Group Limited Not upheldConsumer CreditDRN-6142951 The complaint Miss S has complained that 247 Money Group Limited (Money Group) unfairly provided her with credit for a vehicle. What happened In June 2021, Miss S entered into a finance agreement with Money Group for the purchase of a car as shown below. Date Amount of cre... (3 pages)View decision -
Decision Reference DRN-5973732
13 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5973732 The complaint Mr G complains that MONEYBARN NO.1 LIMITED (“Moneybarn”) carrying out sufficient affordability checks and had better checks been made it would’ve discovered Mr G was having financial difficulties. Mr G also says that he was having mental health difficulties at... (5 pages)View decision -
Decision Reference DRN-5912623
13 Feb 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5912623 The complaint Admiral Financial Services Limited provided Miss B with the following loan: Date Amount Monthly repayments Term (months) April 2025 £7,500£383.49 24 Miss B says the loan was unaffordable and provided irresponsibly. What happened The details of this complaint... (2 pages)View decision -
Decision Reference DRN-6144406
13 Feb 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-6144406 The complaint Mr A complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Mr A's complaint. I’ve copied t... (5 pages)View decision -
Decision Reference DRN-6100369
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6100369 The complaint Mrs T complains that Santander UK Plc (Santander) declined to reimburse £4000 that she lost as the victim of a scam in February 2025. Mrs T also complains about the level of service she received from Santander after she reported the scam. I was sorry to hear of... (5 pages)View decision -
Decision Reference DRN-5838683
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5838683 The complaint Mr and Mrs W complain that Shawbrook Bank Limited (‘Shawbrook’) is liable to pay them compensation under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) following a complaint made about a timeshare bought using credit it provided. What happened On 8 Augus... (7 pages)View decision -
Decision Reference DRN-5984804
13 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5984804 The complaint Mr N complains about how Barclays Bank UK PLC handled his request for help in getting a refund form a retailer. What happened In December 2024, Mr N ordered an appliance online from a retailer. He said the appliance wasn’t working properly so he contacted the r... (2 pages)View decision -
Decision Reference DRN-6139749
13 Feb 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6139749 The complaint Mr and Mrs W complain that Bank of Scotland plc trading as Halifax are taking legal action against them which they think is unfair. They have also complained about how their mortgage has been administered. What happened Mr and Mrs W have had a residential mortg... (8 pages)View decision