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 392389 results
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Decision Reference DRN-5904314
10 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5904314 The complaint Miss R complains that Monzo Bank Ltd acted irresponsibly by providing her with a Flex credit card. What happened In August 2022, Monzo approved Miss R’s application for a Flex credit card, giving her a limit of £500. Miss R’s limit was increased and decreased ... (3 pages)View decision -
Decision Reference DRN-5184021
10 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5184021 The complaint Mrs H’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (18 pages)View decision -
Decision Reference DRN-5894685
10 Feb 2026 Pinnacle Insurance Limited Not upheldInsuranceDRN-5894685 The complaint Miss S’ complaint is about a claim she made on her Pinnacle Insurance Limited trading as EVERYPAW (‘Pinnacle’) pet insurance policy. Miss S says Pinnacle treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’... (2 pages)View decision -
Decision Reference DRN-6110788
10 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6110788 The complaint X has complained that PayPal UK Ltd (“PayPal”) placed a permanent limitation on her account which meant that she has been unable to use her PayPal account. X says that PayPal has not explained why the permanent limitation has been put on her account or why it w... (3 pages)View decision -
Decision Reference DRN-6087391
10 Feb 2026 Telefonica UK Limited Not upheldConsumer CreditDRN-6087391 The complaint Miss D is unhappy that Telefonica UK Limited trading as O2 sent her the wrong phone during an upgrade, leading to problems with administrating a fixed sum loan agreement for her old phone. What happened Miss D purchased a mobile phone from O2 using a fixed sum ... (4 pages)View decision -
Decision Reference DRN-6141657
10 Feb 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6141657 The complaint Mrs H is unhappy that Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (SFS) told her she would have to pay money to exit her hire agreement early. When I refer to what Mrs H or SFS have said or done, it should also be taken to in... (4 pages)View decision -
Decision Reference DRN-5939133
10 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5939133 The complaint Mr B is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. He is also unhappy with the amount he’s being asked to pay, now that the car has been handed back. What happened In Augu... (3 pages)View decision -
Decision Reference DRN-5827280
10 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5827280 The complaint Mr W complains that National Westminster Bank plc (‘NatWest’) added a default to his credit file for an overdraft debt he didn’t know about. Mr W wants his credit file amending. What happened Mr W switched his current account from NatWest to another provider. M... (2 pages)View decision -
Decision Reference DRN-6134145
10 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6134145 The complaint Mr W complains that Wise Payments Limited didn’t do enough to help him when he told it about a dispute he had with a merchant over goods paid for using his Wise card. What happened On 30 December 2024 Mr W purchased a number of items from an online marketplace.... (3 pages)View decision -
Decision Reference DRN-5998036
10 Feb 2026 Simply Lending Solutions Limited Not upheldMortgagesDRN-5998036 The complaint Mr A and Ms R complain that Simply Lending Solutions Limited is unfairly asking them to pay its brokers fee, which they can’t afford. Mr A has dealt with the complaint. He asks that Simply Lending writes off the fee. What happened Mr A contacted Simply Lending ... (4 pages)View decision