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-5979315
16 Feb 2026 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5979315 The complaint Mr G complains PRA Group (UK) Limited: • Didn’t review his financial details properly and unfairly turned down his offer to settle his debts with them. • Asked him to provide his financial information again when he’d provided it before. • Their response to the ... (6 pages)View decision -
Decision Reference DRN-5913367
16 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5913367 The complaint Mr C complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything again here. In summary Mr C purchased a service from a merch... (3 pages)View decision -
Decision Reference DRN-6122351
16 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6122351 The complaint OAKBROOK FINANCE LIMITED trading as Finio Loans (‘Oakbrook’) provided Miss B with a loan in March 2024. The loan was for £2,000 and was due to be repaid in 24 monthly instalments of around £139. Miss B says the credit was provided irresponsibly. What happened... (2 pages)View decision -
Decision Reference DRN-4676217
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4676217 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs T purchased membership of a timeshare (the ‘Fractional Club... (9 pages)View decision -
Decision Reference DRN-6048998
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6048998 The complaint Miss A complains that Monzo Bank Ltd (Monzo) failed to identify the compulsive gambling on her account. She thinks they should have intervened and prevented her from making the payments. What happened Miss A started gambling on her account in late 2024. She con... (2 pages)View decision -
Decision Reference DRN-6155464
16 Feb 2026 First Holiday Finance Ltd UpheldConsumer CreditDRN-6155464 The complaint Mr and Mrs F’s complaint is, in essence, that First Holiday Finance Ltd (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 ... (11 pages)View decision -
Decision Reference DRN-5790956
16 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5790956 The complaint Mrs V complains that Vanquis Bank Limited trading as “Vanquis” incorrectly recorded a default on her credit file – and that default also appears twice. What happened The facts of this case aren’t in dispute, so, apart from setting out Mrs V’s complaint, I’ll f... (3 pages)View decision -
Decision Reference DRN-5991886
16 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-5991886 The complaint Mr A complains that Black Horse Limited trading as Jaguar Financial Services (Jaguar) didn’t explain his right to voluntarily terminate a hire purchase agreement, and that it applied an excess mileage charge when the agreement came to an end. What happened In F... (4 pages)View decision -
Decision Reference DRN-6134469
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6134469 The complaint Mr G is unhappy that American Express Services Europe Limited (‘Amex’) closed his charge card account without warning, causing him to lose out on reward points he’d accumulated. He’s also unhappy they are delaying in refunding an overpayment to him. What happe... (2 pages)View decision -
Decision Reference DRN-6108591
16 Feb 2026 Oakbrook Loans Limited Not upheldConsumer CreditDRN-6108591 The complaint Mr H is unhappy OAKBROOK FINANCE LIMITED trading as Oakbrook Loans provided him with two loans which were unaffordable. What happened Oakbrook provided Mr H with two loans: • Loan one in October 2019 for £3,000. This was due to be repaid in 12 monthly instalm... (4 pages)View decision