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 179155 results
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Decision Reference DRN-5955629
16 Feb 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5955629 The complaint Miss E complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (“Quidmarket”) gave her a loan without carrying out sufficient affordability checks. What happened Miss E was advanced one instalment loan of £300 in July 2025 and she was due to make 4 m... (3 pages)View decision -
Decision Reference DRN-5985880
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5985880 The complaint Mr P complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express “AESEL” has re-debited annual cashback it applied twice, due to a system error. What happened Besides summarising Mr P’s complaint, I won’t repeat all the facts here, as t... (2 pages)View decision -
Decision Reference DRN-5998874
16 Feb 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-5998874 The complaint Mrs and Mr R’s complaint is about a mortgage they held until recently with Clydesdale Bank Plc trading as Virgin Money (VM). The essence of the complaint is that VM imposed an early repayment charge (ERC) when they repaid the mortgage a few weeks before the en... (3 pages)View decision -
Decision Reference DRN-6093266
16 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6093266 The complaint Miss C complains that PayPal UK Ltd (PayPal) acted unfairly by agreeing to lend to her. What happened Around April 2019 Miss C applied for a revolving credit facility (credit card) with PayPal. Her application was successful with PayPal issuing a credit card to... (4 pages)View decision -
Decision Reference DRN-5979315
16 Feb 2026 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5979315 The complaint Mr G complains PRA Group (UK) Limited: • Didn’t review his financial details properly and unfairly turned down his offer to settle his debts with them. • Asked him to provide his financial information again when he’d provided it before. • Their response to the ... (6 pages)View decision -
Decision Reference DRN-5913367
16 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5913367 The complaint Mr C complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything again here. In summary Mr C purchased a service from a merch... (3 pages)View decision -
Decision Reference DRN-6122351
16 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6122351 The complaint OAKBROOK FINANCE LIMITED trading as Finio Loans (‘Oakbrook’) provided Miss B with a loan in March 2024. The loan was for £2,000 and was due to be repaid in 24 monthly instalments of around £139. Miss B says the credit was provided irresponsibly. What happened... (2 pages)View decision -
Decision Reference DRN-4676217
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4676217 The complaint Mr and Mrs T’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 T purchased membership of a timeshare (the ‘Fractional Club... (9 pages)View decision -
Decision Reference DRN-6048998
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6048998 The complaint Miss A complains that Monzo Bank Ltd (Monzo) failed to identify the compulsive gambling on her account. She thinks they should have intervened and prevented her from making the payments. What happened Miss A started gambling on her account in late 2024. She con... (2 pages)View decision -
Decision Reference DRN-6155464
16 Feb 2026 First Holiday Finance Ltd UpheldConsumer CreditDRN-6155464 The complaint Mr and Mrs F’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 ... (11 pages)View decision