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 185689 results
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Decision Reference DRN-6232184
15 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6232184 The complaint Mr S has complained about how Barclays Bank UK PLC trading as Tesco Bank (Tesco Bank) handled a refund claim he made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below.... (3 pages)View decision -
Decision Reference DRN-6178532
15 Apr 2026 Premium Credit Limited Not upheldConsumer CreditDRN-6178532 The complaint Mrs A complains that Premium Credit Limited (PCL) rejected her claim under section 75 Consumer Credit Act 1974 (s.75) in respect of a training course she believes was misrepresented. Mrs A has been represented by her partner in more recent exchanges, but as she... (3 pages)View decision -
Decision Reference DRN-6274834
15 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6274834 The complaint Mr W complains that Bank of Scotland plc, trading as Halifax (‘Halifax’) acted irresponsibly in the way it provided him with an overdraft facility in December 2021 and then went on to increase the overdraft limit three times between March 2022 and November 2023... (2 pages)View decision -
Decision Reference DRN-6110546
15 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6110546 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (12 pages)View decision -
Decision Reference DRN-6155502
15 Apr 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6155502 The complaint Mrs S complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) wouldn’t change her mortgage from joint names into her sole name. Mrs S said she had to move her mortgage to a different lender to achieve this change, which incurred significant costs.... (3 pages)View decision -
Decision Reference DRN-6280869
15 Apr 2026 Gain Credit LLC Not upheldConsumer CreditDRN-6280869 The complaint Mr S complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks and which wasn’t affordable and was detrimental to his financial and mental well-being. What happened Mr S was ... (5 pages)View decision -
Decision Reference DRN-6246392
15 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6246392 The complaint Mr F complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) declined two transactions he attempted to make using his credit card at the end of a foreign holiday. What happened Mr F holds a Virgin credit card. He travelled abroad in September and ... (3 pages)View decision -
Decision Reference DRN-6268153
15 Apr 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6268153 The complaint Ms S complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services (Alphera) rejected her claim in respect of a faulty car. What happened In December 2024 Ms S acquired a second hand car at a cost of £8,950. This was funded by a depos... (3 pages)View decision -
Decision Reference DRN-6233093
15 Apr 2026 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-6233093 The complaint Mr S is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly when providing him with two personal loans. What happened In November 2022, Mr S applied for a loan with MCB. They approved his application a... (4 pages)View decision -
Decision Reference DRN-6007615
15 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6007615 The complaint Mr Y complains that PayPal UK Ltd charged him interest on an interest free purchase. What happened On 28 November 2023 Mr Y applied for a PayPal credit account which was advertised as interest free. He made a purchase of £529.96. A promotional credit was applie... (2 pages)View decision