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 381196 results
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Decision Reference DRN-5669879
14 Jul 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5669879 Complaint Mrs G has complained about a loan North Edinburgh and Castle Credit Union Limited (trading as Castle Community Bank (“CCB”)) provided to her. She says that repaying this loan has caused her significant financial problems and having to borrow further money. Backgro... (3 pages)View decision -
Decision Reference DRN-5583592
14 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5583592 Complaint Miss H has complained about a credit card Capital One (Europe) plc (trading as “Capital One”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her. Background Capital One provided Miss H with a credit card with a limi... (3 pages)View decision -
Decision Reference DRN-5423359
14 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5423359 The complaint Mr R complained that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (“Mitsubishi”) irresponsibly granted him four loans, between December 2018 and March 2024, that he couldn’t afford to repay. What happened Mr R took out four loans with Mitsu... (4 pages)View decision -
Decision Reference DRN-5633544
13 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5633544 The complaint Mrs F complains that Barclays Bank UK PLC trading as Tesco Bank didn’t provide the expiry date of her balance transfer promotional rate on her statements. What happened Mrs F opened a credit card account with Tesco Bank on 27 February 2024. The account had a pr... (2 pages)View decision -
Decision Reference DRN-5626276
13 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5626276 The complaint Mr M complains that Capital One (Europe) plc removed his ability to use the mobile app which meant he was unable to make payment. This resulted in credit markers being placed on his credit file. What happened Mr M holds a credit card account with Capital One. M... (2 pages)View decision -
Decision Reference DRN-5555273
12 Jul 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5555273 The complaint Miss A complains that Shop Direct Finance Company Limited trading as Very (Very) acted unfairly in agreeing to a credit account she said she couldn’t afford. In bringing her complaint Miss A is represented by a third party. For ease of reading I will only refer... (3 pages)View decision -
Decision Reference DRN-5616135
12 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5616135 The complaint Mr W complains Madison CF UK limited trading as 118 118 Money (118 118) acted irresponsibly as they didn’t sufficient check he could sustain repayments when they agreed to a credit card account and subsequent credit limit increases. What happened Around Septemb... (3 pages)View decision -
Decision Reference DRN-5224526
12 Jul 2025 Nationwide Building Society Not upheldInvestmentsDRN-5224526 The complaint Mr E complains Nationwide Building Society (‘Nationwide’) failed to carry out his instruction to sell his investments. He says that caused him to lose a substantial amount of money and he wants Nationwide to compensate him for the financial loss. What happened ... (5 pages)View decision -
Decision Reference DRN-5663477
11 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5663477 The complaint Mr A is unhappy that Liverpool Victoria Insurance Company Limited (“LV”) declined his claim following a burglary. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mr A had building... (4 pages)View decision -
Decision Reference DRN-5629727
11 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5629727 The complaint Mr and Mrs K complain about Lloyds Bank General Insurance Limited’s handling of a claim under their home insurance policy. Lloyds has been represented by its agents during the claim. All references to Lloyds include its agents. Similarly, Mr and Mrs K have also... (5 pages)View decision
