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-6086985
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6086985 The complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited 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 (2) deciding again... (12 pages)View decision -
Decision Reference DRN-5986135
19 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5986135 The complaint Mx M complains that Capital One (Europe) plc won’t accept an unenrolled deed poll in isolation as evidence of a name change in order to update their account. What happened Mx M wrote to Capital One to request the name on their account be updated in line with t... (3 pages)View decision -
Decision Reference DRN-5940246
19 Jan 2026 Modulr FS Limited UpheldBanking and PaymentsDRN-5940246 The complaint Mrs M complains that Modulr FS Limited (trading as HyperJar) has declined to reimburse payments made in relation to a scam. What happened In November 2024 Mrs M received a call from a scammer impersonating one of her banking providers. She was persuaded her mon... (3 pages)View decision -
Decision Reference DRN-6001413
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6001413 The complaint Mr H complains about the lack of support and treatment he received from Barclays Bank UK PLC trading as Barclaycard (Barclays) in relation to the persistent debt he experienced on the credit card accounts he held with them. What happened In April 2023, Mr H com... (4 pages)View decision -
Decision Reference DRN-6070833
19 Jan 2026 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-6070833 The complaint Mr E complains that Toyota Financial Services (UK) PLC (who I’ll call TFS) were slow to remove a HPI finance marker and that their action caused him distress and inconvenience. What happened The detailed background to this complaint is well known to both partie... (2 pages)View decision -
Decision Reference DRN-5995562
19 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5995562 THE COMPLAINT Ms L complains that Wise Payments Limited (trading as Wise) will not reimburse her money she says she lost when she fell victim to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again... (3 pages)View decision -
Decision Reference DRN-5751535
19 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5751535 The complaint Miss J complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her a loan without carrying out sufficient affordability checks. What happened Miss J was granted an instalment loan of £300 in November 2024. She was due to make six variable decreas... (3 pages)View decision -
Decision Reference DRN-5777333
19 Jan 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5777333 The complaint Mr B complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave him a loan at a time when he was financially vulnerable and Quid Market would’ve known this had it conducted sufficient affordability checks. What happened Mr B was adva... (4 pages)View decision -
Decision Reference DRN-5853866
19 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5853866 The complaint Miss T complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her a loan without carrying out sufficient affordability checks. What happened In December 2023, Miss T was granted one instalment loan of £600. She was due to make five mo... (3 pages)View decision -
Decision Reference DRN-5763211
19 Jan 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5763211 The complaint Miss M complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (Quidmarket) gave her a loan without carrying out sufficient affordability checks. Had better checks been made Quidmarket would’ve seen she was already over indebted and she was gambling. ... (3 pages)View decision