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
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Decision Reference DRN-5910914
17 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditThe complaint Creation Consumer Finance Limited, trading as Creation (‘Creation’) provided Mr B with a loan in November 2024. The loan was for £1,241.44 and was to be repaid by way of 18 monthly repayments of £96.07. Mr B says the loan was provided irresponsibly. What happened The details ... (2 pages)View decision -
Decision Reference DRN-6158282
17 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6158282 The complaint Mrs S has complained that EE Limited (EE) is holding her liable for a credit agreement that was taken out to buy a device. What happened In July 2025, Mrs S entered into a Fixed Sum Loan Agreement with EE for the supply of a new device. The total cash price of... (5 pages)View decision -
Decision Reference DRN-5967564
17 Feb 2026 Honda Finance Europe Plc Not upheldConsumer CreditDRN-5967564 The complaint Mr G is unhappy that Honda Finance Europe Plc delayed in approving his application for car finance, which resulted in him losing out on a deposit contribution and a preferential interest rate. What happened Mr G had an existing car finance agreement with Honda... (3 pages)View decision -
Decision Reference DRN-6142440
17 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6142440 The complaint Mr K complains that Bank of Scotland plc trading as Halifax acted irresponsibly when it gave him an overdraft he couldn’t afford. He says the level of overdraft interest and charges it has applied is unfair. What happened Mr K had a current account with Halifax... (3 pages)View decision -
Decision Reference DRN-6104578
17 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6104578 The complaint Mr G complains PayPal UK Ltd permanently limited his account and he can’t access the money in it. What happened PayPal told Mr G his account had been permanently limited. Mr G’s account had been limited previously, and then made active again, so Mr G complain... (3 pages)View decision -
Decision Reference DRN-5973940
17 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5973940 The complaint Mr B is unhappy with how American Express Services Europe Limited handled his fraud claim. What happened In February 2025 Mr B became aware of a £48 payment that he didn’t recognise. He reported this to Amex. While Amex did reimburse the payment, Mr B is unhapp... (2 pages)View decision -
Decision Reference DRN-6094969
17 Feb 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6094969 The complaint Mr O complains that Bank of Scotland plc trading as Halifax recorded a fraud marker about him with Cifas, a fraud prevention database, in connection with a mortgage application. What happened In 2024 Mr O applied to Halifax for a mortgage, through a broker. Ha... (3 pages)View decision -
Decision Reference DRN-5961599
17 Feb 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-5961599 The complaint Miss H is unhappy that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. What happened In November 2024, Miss H was supplied with a used car through a hire purchase agreement with Oodl... (4 pages)View decision -
Decision Reference DRN-5938164
17 Feb 2026 Propensio Finance Limited UpheldConsumer CreditDRN-5938164 The complaint Ms S complains about the outcome of a claim she made under s.75 of the Consumer Credit Act 1974 (CCA) to Propensio Finance Limited (Propensio). What happened In July 2023, Ms S purchased spray foam insulation from a company I’ll refer to as ‘V’. The total purch... (5 pages)View decision -
Decision Reference DRN-6059928
17 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6059928 The complaint OAKBROOK FINANCE LIMITED trading as Likely Loans (‘Oakbrook’) provided Mrs G with a loan in August 2019. The loan was for £1,000 and was due to be repaid in 24 monthly instalments of around £65. Mrs G says the credit was provided irresponsibly. What happened ... (2 pages)View decision