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-6106034
11 Feb 2026 Everyday Lending Limited UpheldConsumer CreditDRN-6106034 The complaint Everyday Lending Limited trading as Evlo provided Mr S with two unsecured loans. The first was for £3,350 in August 2024. Under this agreement, Mr S was due to pay around £225 per month for 36 months. The second loan was for around £4,000 and included a re-fina... (2 pages)View decision -
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