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-5946353
16 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5946353 The complaint Mr R has complained that BMW FINANCIAL SERVICES (GB) LIMITED (‘BMWFS’) has unfairly recorded arrears on his credit file. He’s also said it unfairly charged him for a missing V5C, although he returned it. What happened In February 2021, Mr R entered into a finan... (3 pages)View decision -
Decision Reference DRN-6072955
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6072955 Complaint Miss J has complained about a credit card Santander UK Plc (“Santander”) provided to her. She says that the card was provided to her despite being on a low income and already relying on credit. Background Miss J has also complained about personal loans Santander p... (3 pages)View decision -
Decision Reference DRN-5879685
16 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5879685 Complaint Mr T has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his current account. He’s effectively said that the overdraft was unaffordable and so he shouldn’t have been provided with it. Therefore, the cha... (6 pages)View decision -
Decision Reference DRN-6048816
16 Feb 2026 ONMO Limited Not upheldBanking and PaymentsDRN-6048816 Complaint Mrs B has complained about a credit card Onmo Limited (“Onmo”) provided to her. She says the credit card was irresponsibly provided as proportionate checks would have shown that she was only making the minimum payments to existing credit and so any further credit ... (3 pages)View decision -
Decision Reference DRN-6005243
16 Feb 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-6005243 Complaint Miss D has complained about a loan HSBC UK Bank Plc (trading as “First Direct”) provided to her. She says that the loan was unaffordable given her existing debts and circumstances at the time and that proportionate checks would have shown this to be the case. Back... (3 pages)View decision -
Decision Reference DRN-6120589
16 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC Not upheldConsumer CreditDRN-6120589 Complaint Miss P has complained about a personal loan Marks and Spencer Financial Services PLC (trading as “M&S Bank”) which she says was irresponsibly provided to her. Background M&S Bank provided Miss P with a loan for £20,000.00 in July 2025. This loan had an APR... (3 pages)View decision -
Decision Reference DRN-5979054
16 Feb 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5979054 Complaint Mr C has complained about credit cards MBNA Limited (“MBNA”) provided to him. He says that the credit cards shouldn’t have been provided as they were unaffordable for him and this caused ongoing financial difficulty. Background This complaint is about three separa... (5 pages)View decision -
Decision Reference DRN-6133488
16 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6133488 Complaint Mrs T has complained that Barclays Bank UK PLC (then trading as “Tesco Bank”) irresponsibly provided a credit card to her. She says that card was unaffordable and has led to ongoing difficulty. Background In September 2018, Tesco Bank provided Mrs T with a credit ... (5 pages)View decision -
Decision Reference DRN-6092830
16 Feb 2026 Lendable Ltd Not upheldConsumer CreditDRN-6092830 Complaint Miss S has complained about a loan Lendable Ltd (“Lendable”) provided to her. She says the loan was unaffordable bearing in mind her existing debt and so shouldn’t have been provided to her. Background Lendable provided Miss S with a loan for £2,000.00 in July 20... (3 pages)View decision -
Decision Reference DRN-6095939
16 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6095939 Complaint Miss D has complained that Capital One Europe plc (“Capital One”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that the credit card and limit increases were unaffordable and caused her continued financial diffi... (5 pages)View decision