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-6131802
11 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-6131802 The complaint Mrs P complains that Black Horse Limited trading as Land Rover Financial Services (“Black Horse”) supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In May 2023, Mrs P acquired a used car with a hire purch... (3 pages)View decision -
Decision Reference DRN-6088834
11 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6088834 The complaint Mr G is unhappy OAKBROOK FINANCE LIMITED trading as Finio Loans provided him with a loan which was unaffordable. What happened In February 2024, Oakbrook provided Mr G with a loan for £5,000. This was due to be repaid in 36 monthly instalments of around £270. ... (3 pages)View decision -
Decision Reference DRN-6059282
11 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC UpheldBanking and PaymentsDRN-6059282 The complaint Miss M complains that Marks and Spencer Financial Services trading as M&S Bank lent irresponsibly when it approved her credit card application. What happened Miss M applied for an M&S Bank credit card in July 2024. In her application, Miss M gave an an... (3 pages)View decision -
Decision Reference DRN-6143797
11 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6143797 The complaint Ms A complains about charges Mercedes-Benz Financial Services UK Limited (MBFS) asked her to pay at the end of a lease. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ... (4 pages)View decision -
Decision Reference DRN-6145163
11 Feb 2026 Vodafone Limited UpheldConsumer CreditDRN-6145163 The complaint Miss H is unhappy with the information being reported on her credit file by Vodafone Limited (VL) and about how they handled her accounts when she was dealing with them. When I refer to what Miss H or VL have said or done, it should also be taken to include th... (4 pages)View decision -
Decision Reference DRN-5987889
11 Feb 2026 Western Circle Ltd Not upheldConsumer CreditDRN-5987889 The complaint Mr M has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him a loan without carrying out sufficient affordability checks. Had better checks been made it would’ve seen that he had been made bankrupt in 2017 and was in financial hardshi... (4 pages)View decision -
Decision Reference DRN-6106579
11 Feb 2026 Paragon Bank Plc Not upheldBanking and PaymentsDRN-6106579 The complaint Mr M complained that after Paragon Bank Plc restricted access to his savings account at his request, it would not accept the proof of identity he supplied in order to regain access to his money. What happened When Mr M was worried that someone might be trying ... (3 pages)View decision -
Decision Reference DRN-6061978
11 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6061978 The complaint Mr A complains about the way Tandem Bank Limited (‘TB’) handled his claim for a refund. What happened Mr A entered a loan agreement (the ‘agreement’) with TB to fund replacement windows to be installed at his property by a supplier I’ll refer to as ‘C’. The agr... (3 pages)View decision -
Decision Reference DRN-6145333
11 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6145333 The complaint Miss T complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I ... (5 pages)View decision -
Decision Reference DRN-5936071
11 Feb 2026 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5936071 The complaint Miss B complains that Sainsbury's Bank Plc unfairly defaulted her loan account. What happened Miss B had a loan with Sainsbury’s. In July 2024, a Default Notice was issued because of sustained arrears across several months. Following receipt of that notic... (4 pages)View decision