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-5790956
16 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5790956 The complaint Mrs V complains that Vanquis Bank Limited trading as “Vanquis” incorrectly recorded a default on her credit file – and that default also appears twice. What happened The facts of this case aren’t in dispute, so, apart from setting out Mrs V’s complaint, I’ll f... (3 pages)View decision -
Decision Reference DRN-5991886
16 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-5991886 The complaint Mr A complains that Black Horse Limited trading as Jaguar Financial Services (Jaguar) didn’t explain his right to voluntarily terminate a hire purchase agreement, and that it applied an excess mileage charge when the agreement came to an end. What happened In F... (4 pages)View decision -
Decision Reference DRN-6134469
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6134469 The complaint Mr G is unhappy that American Express Services Europe Limited (‘Amex’) closed his charge card account without warning, causing him to lose out on reward points he’d accumulated. He’s also unhappy they are delaying in refunding an overpayment to him. What happe... (2 pages)View decision -
Decision Reference DRN-6108591
16 Feb 2026 Oakbrook Loans Limited Not upheldConsumer CreditDRN-6108591 The complaint Mr H is unhappy OAKBROOK FINANCE LIMITED trading as Oakbrook Loans provided him with two loans which were unaffordable. What happened Oakbrook provided Mr H with two loans: • Loan one in October 2019 for £3,000. This was due to be repaid in 12 monthly instalm... (4 pages)View decision -
Decision Reference DRN-6122391
16 Feb 2026 Toynbee Hall Not upheldConsumer CreditDRN-6122391 The complaint Mr J complains Toynbee Hall (TH) didn’t support him when providing debt counselling. What happened Mr J was in mental health crisis breathing space (MHCBS). He’s explained he couldn’t get hold of TH for weeks on end which caused him significant stress and anxie... (2 pages)View decision -
Decision Reference DRN-6152359
16 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6152359 The complaint Mr H complained about how Nationwide Building Society dealt with a fraudulent transaction on his account. What happened On 12 September 2024, there was a £466 debit to Mr H’s Nationwide credit card. It was to a car firm abroad. When Mr H saw this, he contacted... (8 pages)View decision -
Decision Reference DRN-6154998
16 Feb 2026 Gain Credit LLC Not upheldConsumer CreditDRN-6154998 The complaint Mr U complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. Had better checks been made than it would’ve seen he was already in financial difficulties. What happened A su... (4 pages)View decision -
Decision Reference DRN-5876692
16 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5876692 The complaint Mr K complains that Oakbrook Finance Limited t/a Finio Loans (“Oakbrook”) lent to him irresponsibly and that the loans were unaffordable. What happened In February 2024 Mr K applied for and received a loan from Oakbrook (“loan one”). It was for £3,000; for a ... (4 pages)View decision -
Decision Reference DRN-6097926
16 Feb 2026 Lendable Ltd UpheldConsumer CreditDRN-6097926 The complaint Ms M complains that a car supplied to her under a hire purchase agreement with Lendable Ltd trading as Autolend was of an unsatisfactory quality. What happened In November 2024, Ms M was supplied with a used car through a hire purchase agreement with Autolend. ... (5 pages)View decision -
Decision Reference DRN-6106296
16 Feb 2026 Inclusive Finance Limited Not upheldConsumer CreditDRN-6106296 The complaint Miss B complains Inclusive Finance Limited trading as Creditspring irresponsibly lent to her. What happened Miss B took out three loans with Creditspring: • Loan one – 24 July 2023 for £200 • Loan two – 28 June 2024 for £200 • Loan three – 10 July 2025 for £600... (4 pages)View decision