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 179851 results
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Decision Reference DRN-5837883
18 Feb 2026 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5837883 The complaint Mrs H complains about how Salary Finance Loans Limited (SF) handled her loan account. What happened Mrs H took out a fixed-sum loan agreement for £13,548.29 with SF in January 2020. The repayment schedule showed the loan would be repaid over 60 monthly repaymen... (2 pages)View decision -
Decision Reference DRN-6019884
18 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6019884 The complaint Mrs F complains that Zopa Bank Limited (Zopa) acted unfairly in agreeing to lend to her. What happened Around April 2024 Mrs F entered into a Fixed Sum loan agreement with Zopa for £9,000. After interest and charges were applied Mrs F was required to repay a to... (4 pages)View decision -
Decision Reference DRN-6093349
18 Feb 2026 Topaz Finance Limited UpheldMortgagesDRN-6093349 The complaint Ms S complains about the way Topaz Finance Limited trading as Rosolite Mortgages handled her mortgage account during a period of financial hardship. Ms S asks that we look into Rosolite’s conduct, the fairness and clarity of the payment arrangement it agreed wi... (4 pages)View decision -
Decision Reference DRN-6003227
18 Feb 2026 Gain Credit LLC UpheldConsumer CreditDRN-6003227 The complaint Mr H complains that Gain Credit LLC trading as Lending Stream lent to him irresponsibly. What happened Here is a table giving brief details of the lending. Loan Approved Amount Repayments (rounded) Repaid 1 27 May 2023 £1,420 (£1,500 requested) 12 months 11 x £... (3 pages)View decision -
Decision Reference DRN-6073117
18 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6073117 The complaint On 4 June 2018, National Westminster Bank Public Limited Company (NatWest) provided Mrs C with an £8,000 loan. It was to be repaid in 120 monthly instalments of £141.39. Mrs C says the loan was provided irresponsibly as it was never affordable for her. What ha... (2 pages)View decision -
Decision Reference DRN-6100458
18 Feb 2026 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-6100458 The complaint Miss H complains about the way in which Frasers Group Financial Services Limited trading as Frasers Plus applied interest to her account. What happened Miss H held a credit account with Studio which was transferred to Frasers Plus in 2025. She’s unhappy because... (2 pages)View decision -
Decision Reference DRN-6161728
18 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6161728 The complaint Ms L’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Cred... (9 pages)View decision -
Decision Reference DRN-5998560
18 Feb 2026 Valour Finance Limited Not upheldConsumer CreditDRN-5998560 The complaint Miss D complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her a loan without carrying out sufficient affordability checks. Had better checks been made Valour would’ve seen Miss D was stuck in a cycle of borrowing. What happened Miss D... (3 pages)View decision -
Decision Reference DRN-6023252
18 Feb 2026 Arval UK Limited Not upheldConsumer CreditDRN-6023252 The complaint Mr F is unhappy that Arval UK Limited failed to provide him with the V5C document for a car that had been supplied to him under a hire agreement. What happened In March 2025, Mr F was supplied with a used car through a hire agreement with Arval. He paid an ini... (3 pages)View decision -
Decision Reference DRN-6055651
18 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6055651 The complaint Mr A complains that HSBC UK Bank Plc refused to accept a cash deposit he wanted to make into his currency account. What happened Mr A visited a branch of HSBC on a Wednesday in mid-September 2025 to deposit a large amount of US dollars in cash into his currency... (3 pages)View decision