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-6065956
16 Feb 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6065956 The complaint Lendable Ltd, trading as Zable, provided Miss G with a credit card in October 2021 with a credit limit of £200 and increased the credit limit to £350 in January 2022. Miss G says this was irresponsible. What happened The details of this complaint are well-know... (2 pages)View decision -
Decision Reference DRN-6149173
16 Feb 2026 Next Retail Limited Not upheldConsumer CreditDRN-6149173 The complaint Next Retail Limited, trading as Next Online, increased the credit limit on Mr M’s account from £3,750 to £5,000 in September 2020. Mr M says this was irresponsible. What happened The details of this complaint are well-known to both parties, so I won’t repeat t... (2 pages)View decision -
Decision Reference DRN-6153145
16 Feb 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6153145 The complaint Mr N and Mrs R complain that Bank of Scotland plc, trading as Birmingham Midshires (BM), treated them unfairly and misled them following the end of their mortgage term. Their daughter, Ms R, brings the complaint on their behalf. What happened Mr N and Mrs R too... (5 pages)View decision -
Decision Reference DRN-6056154
16 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6056154 The complaint Mrs S has complained that BMW FINANCIAL SERVICES (GB) LIMITED gave her car finance without carrying out sufficient checks. Had better checks been made it would’ve seen the agreement was unaffordable. What happened In April 2023, Mrs S entered into a hire purch... (8 pages)View decision -
Decision Reference DRN-6151492
16 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6151492 The complaint Mr E is unhappy Nationwide Building Society have declined his attempts to recover funds to his credit card which he used to pay for a service he did not receive. What happened I issued my provisional findings to both parties setting out why I did not think Mr E... (6 pages)View decision -
Decision Reference DRN-5956963
16 Feb 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5956963 The complaint Ms F has complained that HSBC Bank UK plc (“HSBC”) gave her loans that she couldn’t afford to repay. What happened A summary of Ms F’s loan history can be found below. Both loans had an APR of 7.9%. loan number loan amount total to repay agreement date repaid... (5 pages)View decision -
Decision Reference DRN-6108617
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6108617 The complaint A limited company, which I will call V in this decision, has complained about changes Santander UK Plc has made to its business banking account. Mr S, as Director of V, has brought the complaint on its behalf. What happened V opened a business bank account with... (4 pages)View decision -
Decision Reference DRN-5960778
16 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5960778 The complaint Mr G complains about a motor finance agreement he has with CA Auto Finance UK LTD (CA Auto) and he believes the charges applied when he voluntary terminated the agreement were unfair. To resolve his complaint Mr G would like the charges reduced. What happened M... (3 pages)View decision -
Decision Reference DRN-6111054
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6111054 The complaint A limited company, that I will call Q in this decision, has complained about changes Santander UK Plc has made to its business bank account. Mr H, as Director of Q, has brought the complaint on its behalf. What happened In 2010, Q opened a business bank accoun... (4 pages)View decision -
Decision Reference DRN-5763797
16 Feb 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5763797 The complaint Miss M has complained that Link Financial Outsourcing Limited trading as Asset Link Capital (No.9) (“Link”) gave her finance – which Link is now responsible for without carrying out sufficient affordability checks. While Link is now responsible for the loan, i... (4 pages)View decision