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-5668040
22 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5668040 Complaint Ms H has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that all of this credit was unaffordable and caused her continued financial difficulty as the repayments re... (6 pages)View decision -
Decision Reference DRN-5830629
22 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5830629 The complaint Miss R is unhappy Revolut Ltd won’t reimburse money she lost to a scam. What happened On 5 September 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence or arguments before I issued my... (6 pages)View decision -
Decision Reference DRN-5791837
22 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5791837 Complaint Mr H complains that BMW Financial Services (GB) Limited (trading as MINI Financial Services (“MINI FS”)) 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... (4 pages)View decision -
Decision Reference DRN-5569791
22 Sep 2025 Valour Finance Limited Not upheldConsumer CreditDRN-5569791 Complaint Mr J is unhappy Valour Finance Limited (trading as “Savvy”.co.uk) provided him with a high- cost short-term credit instalment loan. He says the loan was irresponsibly provided given his existing circumstances. Background This complaint centres around the provision... (3 pages)View decision -
Decision Reference DRN-5728090
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5728090 The complaint Miss A complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In August 2024, Miss A was looking to buy flight tickets online and was contacted by someone who said they worked for a well-known travel webs... (3 pages)View decision -
Decision Reference DRN-5448619
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5448619 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened Miss A found an investment on a social media site through an individual I’ll refer to as S. In April 2024, Miss A made an initial inve... (3 pages)View decision -
Decision Reference DRN-5755805
22 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5755805 Complaint Mr C has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background In November 2021, Capital One provided Mr C with a credit card with an in... (3 pages)View decision -
Decision Reference DRN-5650564
22 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5650564 Complaint Mr B has complained about a credit card HSBC UK Bank Plc (trading as “HSBC”) provided to him. He says that the credit card was unaffordable for him and he had to go onto payment plans which caused ongoing difficulty. Background HSBC provided Mr B with a credit car... (4 pages)View decision -
Decision Reference DRN-5526386
22 Sep 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5526386 Complaint Mrs D has complained about high-cost short-term credit (“HCSTC”) instalment loan she took out with PDL Finance Limited (trading as “Mr Lender”). She says the loan was unaffordable and provided at a time when she had a very poor credit score. Background Mr Lender p... (3 pages)View decision -
Decision Reference DRN-5623714
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5623714 Complaint Mr B has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr B is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr B’s account were unfair as there was a... (5 pages)View decision
