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-6137900
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6137900 The complaint Mr L and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) 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 (... (12 pages)View decision -
Decision Reference DRN-6138524
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6138524 The complaint Mr L’s complaint is, in essence, that Shawbrook Bank Limited (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) deciding... (11 pages)View decision -
Decision Reference DRN-6155833
16 Feb 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-6155833 The complaint Ms B complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (“Quidmarket”) gave her loans without carrying out sufficient affordability checks. What happened Ms B’s borrowing can be found below. loan number loan amount agreement date repayment date... (4 pages)View decision -
Decision Reference DRN-6155687
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6155687 The complaint Mrs S and Mr L say Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor- debtor relationship with Shawbrook was unfair to them under section 140A of the CCA.... (4 pages)View decision -
Decision Reference DRN-6155616
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6155616 The complaint Mr and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) 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)... (10 pages)View decision -
Decision Reference DRN-5946468
16 Feb 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5946468 The complaint Mr C complains that PDL Finance Limited trading as Mr Lender lent to him irresponsibly. Mr C says that the interest rates were too high. What happened Here is a brief table to show the lending relationship. Loan Approved Amount Repayment (variable sums) Repaid/... (3 pages)View decision -
Decision Reference DRN-5955629
16 Feb 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5955629 The complaint Miss E complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (“Quidmarket”) gave her a loan without carrying out sufficient affordability checks. What happened Miss E was advanced one instalment loan of £300 in July 2025 and she was due to make 4 m... (3 pages)View decision -
Decision Reference DRN-5985880
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5985880 The complaint Mr P complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express “AESEL” has re-debited annual cashback it applied twice, due to a system error. What happened Besides summarising Mr P’s complaint, I won’t repeat all the facts here, as t... (2 pages)View decision -
Decision Reference DRN-5998874
16 Feb 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-5998874 The complaint Mrs and Mr R’s complaint is about a mortgage they held until recently with Clydesdale Bank Plc trading as Virgin Money (VM). The essence of the complaint is that VM imposed an early repayment charge (ERC) when they repaid the mortgage a few weeks before the en... (3 pages)View decision -
Decision Reference DRN-6093266
16 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6093266 The complaint Miss C complains that PayPal UK Ltd (PayPal) acted unfairly by agreeing to lend to her. What happened Around April 2019 Miss C applied for a revolving credit facility (credit card) with PayPal. Her application was successful with PayPal issuing a credit card to... (4 pages)View decision