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-5638060
10 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5638060 The complaint Mr R complains that Sainsbury's Bank Plc was irresponsible in its lending to him. He wants all interest and charges on his loan refunded along with statutory interest and any adverse information removed from his credit file. What happened Mr R was provided... (3 pages)View decision -
Decision Reference DRN-5785814
10 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5785814 The complaint Mr and Mrs H complain Barclays Bank UK PLC trading as Barclays won’t reimburse money lost to an investment scam. Mr and Mrs H are being represented in their complaint. What happened Mr and Mrs H met some partners – which I’ll refer to as “B”- at a property cour... (5 pages)View decision -
Decision Reference DRN-5807822
10 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5807822 Complaint Mr A has complained about loans Loans 2 Go Limited (“L2G”) provided to him. He says the loans were unaffordable and so shouldn’t have been provided to him. Background L2G initially provided Mr A with a loan for £500 in July 2020. This loan had an APR of 1,013.2% a... (4 pages)View decision -
Decision Reference DRN-5743230
10 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5743230 The complaint Mrs A believes that Bank of Scotland plc trading as Halifax should not have accepted her application for a mortgage with it – that it was irresponsibly lent due to her circumstances. What happened In the summer of 2023 Mrs A owned her home outright. She took ad... (3 pages)View decision -
Decision Reference DRN-5571869
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5571869 The complaint Mr P complains that a car that was supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr P under a conditional sale agreement with Moneybarn that he electronic... (3 pages)View decision -
Decision Reference DRN-5352588
9 Sep 2025 Schroder Unit Trusts Limited Not upheldInvestmentsDRN-5352588 The complaint Mr and Mrs M complain that Schroder Unit Trusts Limited have failed to provide them with the legacy transaction history on their investment. Mr M says his accountant is unable to assess their capital gains tax (CGT) position without it. What happened Mr and Mr... (3 pages)View decision -
Decision Reference DRN-5691130
9 Sep 2025 Vibe Pay Limited UpheldBanking and PaymentsDRN-5691130 The complaint Mr H complains that Vibe Pay Limited has not paid him for an item he sold. What happened Mr H says he sold an item in around August 2024 and set up a Vibe Pay account to receive the £175. The buyer of the item provided evidence the money had been sent to Vibe P... (2 pages)View decision -
Decision Reference DRN-5707564
9 Sep 2025 FCE Bank Plc UpheldConsumer CreditDRN-5707564 The complaint Mrs S complains about a recall for a car that was supplied to her under a hire purchase agreement with FCE Bank plc, trading as Ford Credit, and the service that she received from the dealer. What happened A new car was supplied to Mrs S under a hire purchase a... (3 pages)View decision -
Decision Reference DRN-5749278
9 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5749278 The complaint Mrs H complains that Kroo Bank Ltd (“Kroo”) won’t refund payments made as part of a scam. I understand that Mrs H’s son was with her and was assisting her with her consent when the scam payments happened. For ease, my reference to Mrs H throughout this decisio... (4 pages)View decision -
Decision Reference DRN-5779449
9 Sep 2025 Shop Direct Finance Company Limited UpheldBanking and PaymentsDRN-5779449 The complaint Mr R complains that he was unable to set up a payment plan with Shop Direct Finance Company Limited (“SD”) and that he had administration charges and interest applied to his account. What happened Mr R opened an amount and entered into a credit agreement with S... (3 pages)View decision
