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 393318 results
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Decision Reference DRN-5974178
11 Feb 2026 Gracombex Ltd Not upheldConsumer CreditDRN-5974178 The complaint Mr M complains Gracombex Ltd trading as The Money Platform (‘Gracombex’) didn’t carry out a proportionate affordability check before it approved him for a loan. Had better checks been made than Gracombex would’ve seen he was in financial difficulties. Mr M also... (4 pages)View decision -
Decision Reference DRN-6134610
11 Feb 2026 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-6134610 The complaint Mr H complains that a car supplied to him under a conditional sale agreement with Hyundai Capital UK Limited trading as Kia Finance was of unsatisfactory quality. What happened In September 2023, Mr H acquired a brand-new car through a conditional sale persona... (3 pages)View decision -
Decision Reference DRN-6145304
11 Feb 2026 Next Retail Limited Not upheldConsumer CreditDRN-6145304 The complaint Mrs R complains that Next Retail Limited restricted the use of her credit facility. What happened Mrs R purchased some goods using her Next credit account. She says she returned the goods to the value of £566 using Next’s appointed courier in May 2025, however... (4 pages)View decision -
Decision Reference DRN-6140895
11 Feb 2026 Evergreen Finance London Limited UpheldConsumer CreditDRN-6140895 The complaint Mr M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) gave him loans without carrying out sufficient affordability checks. Had better checks been made it would’ve seen Mr M was using is overdraft, taking other payday loan... (6 pages)View decision -
Decision Reference DRN-6132501
11 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6132501 The complaint Mr and Mrs G have complained that Aviva Insurance Limited declined a claim they made on a travel insurance policy. What happened Mr and Mrs G were on a trip abroad in September 2025 when Mrs G was diagnosed with breast cancer. Whilst the medical expenses were ... (3 pages)View decision -
Decision Reference DRN-6033234
11 Feb 2026 Advantage Finance Ltd Not upheldConsumer CreditDRN-6033234 The complaint Mrs B is unhappy that a car supplied to her under a hire purchase agreement with Advantage Finance Ltd was of an unsatisfactory quality. What happened In January 2024, Mrs B was supplied with a used car through a hire purchase agreement with Advantage. She pai... (3 pages)View decision -
Decision Reference DRN-6131266
11 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6131266 The complaint Mr D complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by gambling. What happened Mr D complained to Monzo about 40 transactions that he made between January 2023 to March 2025 to gambling platforms and cryptocurrency... (2 pages)View decision -
Decision Reference DRN-5943976
11 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5943976 The complaint Mr W is unhappy OAKBROOK FINANCE LIMITED trading as Likely Loans (‘Oakbrook’) provided him with two loans that were unaffordable. What happened Oakbrook provided Mr W with two loans: • Loan one in May 2022 for £3,500. This was due to be repaid in 36 monthly i... (4 pages)View decision -
Decision Reference DRN-6046072
11 Feb 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-6046072 The complaint Mr and Mrs F complain about how Clydesdale Bank Plc trading as Virgin Money has operated their offset mortgage accounts. What happened Mr and Mrs F have an offset mortgage portfolio with Virgin Money. Three of the mortgages are in Mr F’s sole name and one in jo... (6 pages)View decision -
Decision Reference DRN-6093795
11 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6093795 The complaint Mrs H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (the ‘Lender’) 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) (t... (11 pages)View decision