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-6108617
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6108617 The complaint A limited company, which I will call V in this decision, has complained about changes Santander UK Plc has made to its business banking account. Mr S, as Director of V, has brought the complaint on its behalf. What happened V opened a business bank account with... (4 pages)View decision -
Decision Reference DRN-5960778
16 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5960778 The complaint Mr G complains about a motor finance agreement he has with CA Auto Finance UK LTD (CA Auto) and he believes the charges applied when he voluntary terminated the agreement were unfair. To resolve his complaint Mr G would like the charges reduced. What happened M... (3 pages)View decision -
Decision Reference DRN-6111054
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6111054 The complaint A limited company, that I will call Q in this decision, has complained about changes Santander UK Plc has made to its business bank account. Mr H, as Director of Q, has brought the complaint on its behalf. What happened In 2010, Q opened a business bank accoun... (4 pages)View decision -
Decision Reference DRN-5763797
16 Feb 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5763797 The complaint Miss M has complained that Link Financial Outsourcing Limited trading as Asset Link Capital (No.9) (“Link”) gave her finance – which Link is now responsible for without carrying out sufficient affordability checks. While Link is now responsible for the loan, i... (4 pages)View decision -
Decision Reference DRN-5946353
16 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5946353 The complaint Mr R has complained that BMW FINANCIAL SERVICES (GB) LIMITED (‘BMWFS’) has unfairly recorded arrears on his credit file. He’s also said it unfairly charged him for a missing V5C, although he returned it. What happened In February 2021, Mr R entered into a finan... (3 pages)View decision -
Decision Reference DRN-6072955
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6072955 Complaint Miss J has complained about a credit card Santander UK Plc (“Santander”) provided to her. She says that the card was provided to her despite being on a low income and already relying on credit. Background Miss J has also complained about personal loans Santander p... (3 pages)View decision -
Decision Reference DRN-5879685
16 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5879685 Complaint Mr T has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his current account. He’s effectively said that the overdraft was unaffordable and so he shouldn’t have been provided with it. Therefore, the cha... (6 pages)View decision -
Decision Reference DRN-6048816
16 Feb 2026 ONMO Limited Not upheldBanking and PaymentsDRN-6048816 Complaint Mrs B has complained about a credit card Onmo Limited (“Onmo”) provided to her. She says the credit card was irresponsibly provided as proportionate checks would have shown that she was only making the minimum payments to existing credit and so any further credit ... (3 pages)View decision -
Decision Reference DRN-6005243
16 Feb 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-6005243 Complaint Miss D has complained about a loan HSBC UK Bank Plc (trading as “First Direct”) provided to her. She says that the loan was unaffordable given her existing debts and circumstances at the time and that proportionate checks would have shown this to be the case. Back... (3 pages)View decision -
Decision Reference DRN-6120589
16 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC Not upheldConsumer CreditDRN-6120589 Complaint Miss P has complained about a personal loan Marks and Spencer Financial Services PLC (trading as “M&S Bank”) which she says was irresponsibly provided to her. Background M&S Bank provided Miss P with a loan for £20,000.00 in July 2025. This loan had an APR... (3 pages)View decision