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 383377 results
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Decision Reference DRN-5923208
18 Nov 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5923208 The complaint Mrs J says Barclays Bank UK PLC (‘Barclays’), irresponsibly lent to her over a series of loans. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards the loans. She says that she was in financial difficulty when it lent... (4 pages)View decision -
Decision Reference DRN-5733546
18 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5733546 The complaint Mr F is complaining that Metro Bank PLC didn’t do enough to prevent him from making a payment to an investment scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr F here. What happened The circumstances of ... (3 pages)View decision -
Decision Reference DRN-5643523
18 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5643523 The complaint Mr J, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In August 2016, Mr J acquired a used car financed by a conditional ... (3 pages)View decision -
Decision Reference DRN-5957125
18 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5957125 Complaint Mr F complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said the payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. Background In ... (4 pages)View decision -
Decision Reference DRN-5874458
18 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5874458 Complaint Mr S has complained about a credit card HSBC UK Bank Plc (“HSBC”) provided to him. He says that the credit card was unaffordable for him and caused him ongoing financial difficulty as he ended up having to enter into a debt management plan. Background In May 2017,... (4 pages)View decision -
Decision Reference DRN-5691060
18 Nov 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5691060 Complaint Mr S complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so his application shouldn’t have been accepted. Background ... (3 pages)View decision -
Decision Reference DRN-5837926
17 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5837926 The complaint Mr B is unhappy that in returning a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn) was subject to unfair deductions. When I refer to what Mr B has said and what Moneybarn have said, it should also be taken to in... (3 pages)View decision -
Decision Reference DRN-5867612
17 Nov 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5867612 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Creation Consumer Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr B under a hire purchase agreement with Creation Consumer Financ... (4 pages)View decision -
Decision Reference DRN-5742933
17 Nov 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5742933 The complaint Mr M complains that AmTrust Specialty Limited (AmTrust) unfairly declined a claim he made on a legal expenses insurance policy. What happened Mr M held legal expenses insurance cover with AmTrust as part of a tenant’s policy. His landlord took legal action due ... (3 pages)View decision -
Decision Reference DRN-5910238
17 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5910238 The complaint Mrs E complains that NewDay Ltd trading as John Lewis Partnership Card rejected her disputed transaction claim. What happened On 29 August 2023 Mrs E made a payment of £2500 to a training provider using her John Lewis card for a property investing course. On 17... (2 pages)View decision
