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-5952964
13 Feb 2026 Equals Money UK Limited Not upheldBanking and PaymentsDRN-5952964 The complaint A company, which I will refer to as H, complains that Equals Money UK Limited, trading as Card One Money, closed its account and won’t reimburse funds it lost to fraud. Miss R, who is a director of H, brings the complaint on H’s behalf. What happened As the cir... (4 pages)View decision -
Decision Reference DRN-6050664
13 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6050664 The complaint Fairscore Ltd, trading as Updraft, provided Miss K with the following loan: Date Amount Monthly repayments Term (months) February 2025 £4,500£144.67 48 Miss K says the loan was unaffordable and provided irresponsibly. What happened The details of this compla... (2 pages)View decision -
Decision Reference DRN-5824919
13 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5824919 The complaint Mr W complains that PayPal UK Ltd won’t close his account and he’s unhappy with its request for identification documents. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in di... (2 pages)View decision -
Decision Reference DRN-6152477
13 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6152477 The complaint Mr R 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 them under Section 140A of the Consumer Credit ... (10 pages)View decision -
Decision Reference DRN-6104967
13 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6104967 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved two credit card applications he made. Mr H also complains about the lack of support provided by Virgin Money when he experienced financial difficulties. What ha... (5 pages)View decision -
Decision Reference DRN-4723108
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4723108 The complaint Mr M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (3 pages)View decision -
Decision Reference DRN-6095047
13 Feb 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6095047 The complaint Miss S complains that Motability Operations Limited (MO) declined to extend the lease for her vehicle. Miss S is represented in this complaint, but for ease of reading I’ll refer to Miss S directly throughout my decision. What happened In December 2020 Miss S... (3 pages)View decision -
Decision Reference DRN-6079648
13 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6079648 The complaint Mr R complains about the quality of a vehicle that was supplied through a motor finance agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services (Alphera). What happened In August 2024, Mr R acquired a used car through a hire pur... (3 pages)View decision -
Decision Reference DRN-6051901
13 Feb 2026 Lloyds Bank PLC Not upheldConsumer CreditDRN-6051901 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with Lloyds Bank Plc was of unsatisfactory quality. What happened In July 2025, Mr M acquired a used car through a hire purchase agreement with Lloyds. The car was first registered in Se... (3 pages)View decision -
Decision Reference DRN-5940973
13 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5940973 The complaint Mr P complains that Zopa Bank Limited irresponsibly lent to him. What happened Mr P was approved for a Zopa credit card in May 2022, with a £500 credit limit. Mr P says this was irresponsibly lent to him. Mr P made a complaint to Zopa, who did not uphold Mr P’s... (3 pages)View decision