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
-
Decision Reference DRN-6075617
17 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6075617 The complaint Miss H is unhappy with the car supplied under the hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (PFS). When I refer to what Miss H and PFS have said or did, it should also be taken to include thin... (5 pages)View decision -
Decision Reference DRN-6138934
17 Feb 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-6138934 The complaint Mr T complains that Madison CF UK Limited trading as 118 118 Money irresponsibly gave him a fixed sum loan agreement he couldn’t afford to repay. What happened In July 2025, Mr T applied for a £2,000 loan with 118 118 Money which was approved. He was required t... (3 pages)View decision -
Decision Reference DRN-6004363
17 Feb 2026 Quidie Limited Not upheldConsumer CreditDRN-6004363 The complaint Miss K complains that Quidie Limited t/a Fernovo (“Fernovo”) lent to her irresponsibly and that the loans were unaffordable. What happened In December 2022 Miss K received a loan from Fernovo (“loan was for £400; for a 97-day term; with an interest rate of 1,25... (5 pages)View decision -
Decision Reference DRN-6124882
17 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6124882 The complaint Miss S complains American Express Services Europe Limited defaulted her credit card account. For ease, I’ll refer to American Express and its agents, as American Express in this decision. What happened The background to this complaint is well known to both pa... (3 pages)View decision -
Decision Reference DRN-6014990
17 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6014990 The complaint Mrs C complains about Clydesdale Bank Plc trading as Virgin Money’s (Virgin) decision to lend to her. She’s also unhappy about their management of her credit card account and feels they ought to have realised she was in financial difficulties. What happened The... (4 pages)View decision -
Decision Reference DRN-6055916
17 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6055916 The complaint Mr H is unhappy OAKBROOK FINANCE LIMITED trading as Oakbrook Loans provided him with four loans that were unaffordable. What happened Oakbrook provided Mr H with four loans: • Loan one in December 2021 for £1,000. This was due to be repaid in 12 monthly insta... (4 pages)View decision -
Decision Reference DRN-5963569
17 Feb 2026 Aldermore Bank Plc Not upheldMortgagesDRN-5963569 The complaint Mr K complains that Aldermore Bank Plc has not treated him fairly while his mortgage has been in arrears. What happened Mr K has a mortgage with Aldermore. The mortgage fell into arrears in 2018. Mr K complains: • Despite keeping Aldermore informed of his situa... (4 pages)View decision -
Decision Reference DRN-6158946
17 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6158946 The complaint Mr Z complains Barclays Bank UK PLC (“Barclays”) hasn’t refunded funds he said he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Between February 2021... (4 pages)View decision -
Decision Reference DRN-5944959
17 Feb 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5944959 The complaint Mr B complains that HSBC UK Bank Plc hasn’t been able to provide information about an interest only personal loan which has now fallen due, and about the way that loan was sold and administered. What happened In 2004, Mr B applied for an interest only personal ... (5 pages)View decision -
Decision Reference DRN-5955082
17 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5955082 The complaint Mr G complains about the way that National Westminster Bank PLC (“NatWest”) administered his joint current account. He says he was given incorrect advice that affected his access to credit. What happened Mr G had a joint current account with his wife. In late 2... (4 pages)View decision