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 380824 results
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Decision Reference DRN-5721828
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721828 The complaint Miss A is complaining that Monzo Bank Ltd hasn’t refunded payments she was tricked into making as part of a scam. What happened Miss A was selling an item on a popular online marketplace. In June 2024, she was contacted by what she thought was the marketplace (... (4 pages)View decision -
Decision Reference DRN-5902914
27 Oct 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5902914 The complaint Mr R is unhappy with what happened when he wanted to withdraw from a conditional sale agreement with Hyundai Capital UK Limited trading as Kia Finance (‘Hyundai’). Mr R has been represented during the claim and complaint process by his son. For ease of refere... (5 pages)View decision -
Decision Reference DRN-5815204
27 Oct 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5815204 The complaint Miss H says Frasers Group Financial Services Limited, trading as Studio, irresponsibly provided her with credit, which resulted in the relationship between the parties being unfair. Miss H is supported in bringing this matter by a representative. But, for ease... (3 pages)View decision -
Decision Reference DRN-5903224
27 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5903224 Complaint Mrs S has complained that Shop Direct Finance Company Limited (trading as “Littlewoods”) irresponsibly provided her with a catalogue shopping account and credit limit increases. She’s said that this credit was unaffordable and resulted in ongoing difficulties. Bac... (8 pages)View decision -
Decision Reference DRN-5690173
27 Oct 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5690173 Complaint Mr R has complained about a credit account Zilch Technology Limited (trading as “Zilch”) provided to him. He says the credit account was unaffordable and proportionate checks would have shown that he shouldn’t have been lent to. Background Zilch provided Mr R with... (3 pages)View decision -
Decision Reference DRN-5898389
27 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5898389 Complaint Mr P has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his current account. He’s effectively said the charges applied to his accounts were excessive and unfair and as he had to borrow further to repa... (6 pages)View decision -
Decision Reference DRN-5795361
27 Oct 2025 PayPal UK Ltd UpheldConsumer CreditDRN-5795361 Complaint Mr T has complained about a credit account PayPal UK Ltd (“PayPal”) provided to him. He says he shouldn’t have been provided with a credit account, or the limit increase, as the credit was unaffordable for him. Mr T argues that PayPal failed to take into account h... (8 pages)View decision -
Decision Reference DRN-5818171
27 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5818171 Complaint Ms C has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says she shouldn’t have been provided with this credit card as she already had a lot of debt and was therefore struggling with her finances. Background Vir... (3 pages)View decision -
Decision Reference DRN-5897472
27 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5897472 Complaint Mr J has complained about the overdraft charges Bank of Scotland plc (trading as “Halifax”) applied to his account. Mr J is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr J’s account were unfa... (5 pages)View decision -
Decision Reference DRN-5858820
27 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5858820 Complaint Mr D complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In May 2021, BMW FS provided Mr D with finance for a us... (3 pages)View decision
