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-6013130
16 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6013130 The complaint TSB Bank plc provided Mr H with a credit card on 11 January 2016. It had a credit limit of £500 which was never changed. On 22 June 2025, Mr H complained that TSB acted irresponsibly when it provided the credit card. What happened The details of this complaint... (2 pages)View decision -
Decision Reference DRN-6094503
16 Feb 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6094503 The complaint On 19 July 2018, Bank of Scotland plc trading as Halifax provided Mr S with a loan of £20,000. It was to be repaid in 84 monthly instalments of £289.74. On 14 May 2025, Mr S complained to Halifax. He said the loan was provided irresponsibly as it was unaffordab... (3 pages)View decision -
Decision Reference DRN-5937295
16 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5937295 The complaint Mrs S is complaining that Volkswagen Financial Services (UK) Limited (‘VWFS’) won’t allow a car to be rejected, after a fault was identified with the charging unit and needed to be replaced. What happened Around December 2024 Mrs S entered into a hire purchase... (3 pages)View decision -
Decision Reference DRN-5978704
16 Feb 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-5978704 The complaint Mr P and Ms O have complained about how Barclays Bank UK PLC has treated extra payments they made to their mortgage and say that there has been long standing ambiguity in Barclays’ communication about them. What happened Mr P and Ms O took out their mortgage wi... (4 pages)View decision -
Decision Reference DRN-5948743
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5948743 The complaint Mr E’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) d... (13 pages)View decision -
Decision Reference DRN-6053663
16 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6053663 The complaint Mr C complains that PayPal UK Ltd don’t include all relevant information on their mobile app. What happened Mr C raised a complaint with PayPal because he was unhappy to have discovered that PayPal’s app doesn’t provide the same level of information as PayPal C... (3 pages)View decision -
Decision Reference DRN-5948197
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5948197 The complaint NewDay Ltd trading as Marbles provided Mr L with a credit card on 20 November 2017. It had a credit limit of £300 which didn’t change. Mr L says Marbles acted irresponsibly when it gave him the card. What happened The details of this complaint are well-known t... (2 pages)View decision -
Decision Reference DRN-6020480
16 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6020480 The complaint Miss C has complained that NewDay Ltd were irresponsible in providing her with two Aqua credit cards and increasing the credit limit on one of the cards. What happened In January 2023, NewDay provided Miss C with an Aqua credit card, account ending 551, with a... (3 pages)View decision -
Decision Reference DRN-5901262
16 Feb 2026 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5901262 The complaint Miss B complains about charges she has been asked to pay by Mercedes-Benz Financial Services UK Limited (‘MBFS’) since she returned the car she was financing through an agreement with them. What happened The detailed background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-6020219
16 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6020219 The complaint Mr B complains that Wise Payments Limited didn’t initiate chargebacks on some payments he has disputed and it has cancelled his debit card. What happened The circumstances surrounding Mr B’s complaint are well known to the parties, so I haven’t set them out in ... (3 pages)View decision